Announced on | Rollout starts | Rollout ends |
January 30, 2024 | January 30, 2024 | February 9, 2024 |
Zendesk is excited to announce that agents can now access their recently viewed content records and recent searches from a new search menu in Support.
This announcement includes the following topics:
What is changing?
When agents click the search bar within Support a new menu appears that displays their three most recent searches and their three most recently viewed content records.
Content records include Tickets, Users, Organizations, Articles, and Side Conversations. Clicking on a recent search automatically performs the search. Clicking on recently viewed content automatically navigates to that record.
Why is Zendesk making this change?
Agents spend a large portion of their work day searching for information — this includes repeating the same queries or searching for content they’ve already accessed. By providing access to recent searches and viewed content records, agent efficiency is improved.
What do I need to do?
You don’t need to do anything. This new menu is automatically available when you click in the search bar. To learn more, see Accessing your recent searches.