About Knowledge in Agent Workspace

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  • Erin Rowan

    Is there a reason only my team's Admins would be able to use the knowledge section of the context panel? All Agents are seeing "You don't have access". When I look in Admin Center > Workspaces > Context Panel, all checkboxes are clicked for "Knowledge" and I don't know how else to give my Agents access.

  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Erin Rowan do you have user segments on your articles? If an agent is not part of the user segment applied to your articles, Knowledge will have an error since it wouldn't be able to return anything.

    If this is not the case, please contact us via Messaging so we can investigate this further for you :) Thanks!

  • Jürgen Wagenbach

    Hi Zendesk team 

    It seems that we have the same issue that some agents (working in the same support team with 100% same configuration) cannot access the "Knowledge" search of the "New Agent Workspace". They also get the error message "You don't have access":

    Please can you provide any hint what configuration setting is relevant for this "You don't have access" account restriction?
    I am running out of ideas ;-(.




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