With Knowledge in the context panel, your agents can search for content in your help center that might help your customers solve issues, view suggestions for articles based on ticket content, or add feedback to flag existing articles.
In Admin Center, admins can activate Knowledge in the context panel, set knowledge sources, and configure default search filters.
Enabling or disabling Knowledge in the context panel
Knowledge is enabled by default and appears in the context panel for accounts that have access to Zendesk Guide or Zendesk Suite. Guide agents can use the knowledge section of the context panel while working with tickets to search for information relevant to the conversation they're in.
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In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Context panel.
The configuration settings for the context panel appear.
- In the Knowledge section:
- Select Enable Knowledge to enable Knowledge in the context panel. When you enable Knowledge, you can configure which knowledge sources are searched. See Configuring Knowledge sources in the context panel.
- Deselect Enable Knowledge to disable Knowledge in the context panel. When you disable Knowledge, the Knowledge icon (
) is removed from the context panel and your knowledge bases aren't searched.
- Save your changes.
Configuring Knowledge sources in the context panel
You can configure which knowledge base sources are searched to determine the answers that appear in the context panel and you can specify whether team members only use existing templates to create articles.
To configure Knowledge sources
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In Admin Center, click Workspaces in the sidebar, then select Agent tools > Context panel.
The configuration settings for the context panel appear.
- Ensure Enable Knowledge is selected.
- When Knowledge is enabled, select the content sources you want to include in Knowledge searches:
- Knowledge articles: Articles included in your help center.
- Community posts: Information posted in your help center community, including questions, answers, and shared ideas.
- External content: Content that is external to your help center, but that can be configured to appear in your help center's search results. This option only appears when federated search is configured. See Setting up Zendesk Federated Search in your help center.
- If you want to restrict Agents and Admins to only create articles from existing templates (and not create new blank articles), then Under Configure knowledge, select the Require articles templates checkbox.
Note: You must be an Admin to create a template. If no templates have been created, then this option will not appear in Knowledge.
- When you’ve finished selecting content sources, Save your changes.
Configuring default search filters for Knowledge in the context panel
Default search filters are automatically applied to agent search queries unless they are manually changed or removed by agents. Configuring the filters that agents use the most reduces the time they spend customizing default search filters before searching for content.
You must have Guide Professional or Enterprise, or Suite Growth and higher to use this feature.
To configure default search filters
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In Admin Center, click Workspaces in the sidebar, then select Agent tools > Context panel.
The configuration settings for the context panel appear.
- In the Default filters section, configure the default filters that you want to use. If you want to:
- Remove the selected filters, click X to remove the filters displayed in the Default filters list.
- Add new filters, use the dropdown menu to select the filters that you want to add. You can click the > icon to display the filters grouped under a filter type (for example, Brand or Language). Select up to five filters within each filter type that you want to use as default search filters.
- When you’ve finished selecting filters, Save your changes.