Announcing Knowledge search settings in contextual workspaces

Announced on	Rollout starts	Rollout ends
Oct 13, 2023	Oct 13, 2023	Oct 20 2023

We are excited to announce Knowledge settings in contextual workspaces. You can use the Knowledge settings to create a unique set of default search filters for every contextual workspace. 

What is changing?

Previously, you could only configure account level default search filters for Knowledge in the Agent Workspace via the context panel settings. 

With this release we are adding the ability to configure different default filters for your specific workflows. You can use the new Knowledge tab in the contextual workspace configuration to set up the default filters that agents will use when searching for Knowledge content in their workspace.

When conditions are met, the contextual workspace will be activated and agents will see the same search filters in the knowledge section of the context panel as in the Knowledge section of the contextual workspace.  

Why is Zendesk making this change?

We continue to refine the search functionality in the knowledge section of the contextual panel, with the aim of reducing the time agents spend looking for content. This enhancement enables you to associate search results in the knowledge section with ticket fields using workspace conditions.

What do I need to do?

You must be eligible for the Contextual Workspace feature to use Knowledge settings in Contextual Workspaces. You must have a Support Enterprise or Suite Enterprise or higher plan. See Setting up contextual workspaces.