|Announced on||Rollout starts||Rollout ends|
|July 17, 2023||July 17, 2023||July 21, 2023|
We are excited to announce content pinning in Knowledge in the Agent Workspace. Now, agents working on a ticket can pin articles or posts to tickets to give other agents working on the ticket visibility to the most relevant content.
This announcement answers the following questions:
What is changing?
When you are in a ticket, you can now click the new pin icon, visible on the search result card, to pin the content to the active ticket.
When you pin content in the knowledge section, it is associated with the ticket you are currently viewing, and is visible to all agents who are working on the ticket. Pinned articles appear in the knowledge section under a section titled “Pinned to ticket”. Pinned content is not visible to end users.
When the content is no longer relevant for the ticket, you can deselect the pin icon to unpin it from the ticket.
Why is Zendesk making this change?
Content pinning supports knowledge sharing among agents. When you find relevant content, you can pin it to the ticket so the next person working on the ticket can see pins at the top of the knowledge section.
For example, If agents are required to follow a defined set of troubleshooting steps or Standard Operating Procedures (SOPs), 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 is easily accessible from the ticket.
What do I need to do?
You must have a Guide Enterprise or Suite Professional or higher plan with Agent Workspace enabled to use this feature. To learn more about this feature, see Linking, quoting, and pinning content to tickets.