Agents can use the knowledge section of the context panel while working on tickets to search for content in their help center, then link to, quote, or pin content directly to the ticket without leaving their workflow. On Enterprise plans, if federated search is configured, external content is also available.
Adding links to content in tickets
When you find a knowledge base article or community post you think is useful, you can insert a link to it in the ticket. On Enterprise plans where federated search is configured, you can also add links to external content. Links to external content will always open the content in a new tab.
You can add links to multiple articles in a ticket comment.
To insert a link to content in a ticket
- In a ticket, click the Knowledge icon (
) in the sidebar to open the knowledge section. - Find the content you want to link to.
- Hover over the content, then click Copy link to conversation.
Note: If auto assist is turned on, the copy button doesn’t appear. Auto assist takes the place of the composer within a ticket, so there’s no place for agents to paste the copied link when auto assist is active.
The content link appears in the ticket.
Quoting an article or post in a ticket
You can quote text from an knowledge base article or community post in your ticket. On Enterprise plans where federated search is configured, you can also quote external content.
To quote an article or post in a ticket
- In a ticket, click the Knowledge icon () in the sidebar to open the knowledge section.
- Find the article you want to quote, then click the article to preview it.
- Hover over the section you want to quote, then click the Options menu (
) and select Copy to conversation.
Note: If auto assist is turned on, the copy button doesn’t appear. Auto assist takes the place of the composer within a ticket, so there’s no place for agents to paste the copied link when auto assist is active.
The quoted section appears in your ticket comment.
Pinning content to a ticket
You can pin up to five pieces of content (knowledge base articles or community posts) to a ticket to give other agents working on the ticket visibility to content they need to solve the ticket. On Enterprise plans where federated search is configured, you can also pin external content.
For example, if agents are required to follow a defined set of troubleshooting steps or procedures, you can pin articles documenting those steps to the ticket so that other agents working on the ticket can easily refer to the relevant information without having to search through the ticket or enter a search workflow.
Pinned content appears at the top of the knowledge section, under a section titled “Pinned to ticket." Pinned content is visible to all agents who are working on the ticket, but not visible to end users.
You can easily unpin content from tickets to remove the pinned content.
- In a ticket, click the Knowledge icon () in the sidebar to open the knowledge section.
- Hover over the content that you want to pin, then from the shortcut panel, select the pin icon (
)
The content is now pinned to the ticket. If you select the content, it opens in the knowledge section of the context panel with the pin icon shaded a solid green.
- In a ticket, click the Knowledge icon () in the sidebar to open the knowledge section.
- Hover over the content that you want to unpin, then from the shortcut panel, select the solid green pin icon (
).
The pin icon returns to a deselected state, and the article is unpinned from the ticket.