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More search results in Knowledge Context Panel
Posted May 11, 2023
Please allow agents using the Knowledge Context Panel to view complete search results, either through extended scrolling or pagination of results. The limitation to 10 results is leading to added effort and time to engage critical procedures.
Today, the Knowledge Context Panel in the agent ticket view displays a maximum of 10 search results. Being able to find content through this panel is critical to agents completing KCS /ticket handling requirements. We have heard some complaints that the 10-result limitation sometimes forces them to go to the full site to search, find the content they want, then return to manually re-search in the KCP by the identified article title. This is not only extremely inefficient, it is impacting our KCS adoption.
We use Yext on the Help Center site itself. If Yext delivers on the KCS-compatible agent-facing search they have in development, we will probably end up replacing the Knowledge Context Panel with that if Zendesk can't overcome this weird experience impediment since their search is generally stronger anyway.
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4 comments
Moataz-Bellah Mishrif
I am facing the same issue, I am up-voting this request to be included in a near future release
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Jonathan Poorman
I am also having this issue. It makes searchability difficult.
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Tetiana Gron
Hi everyone, thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. We are going to leave this post open for comment to allow others to provide their feedback.
You can also optimize your search experience by selecting default filters. Read Configuring default search filters for Knowledge in the context panel.
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Mary Paez
This is a poorly planned feature that should never limit results. Allowing more filtering options would be beneficial. But, please extend the results to unlimited and let the agents find what they are looking for
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