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Knowledge in Agent Context Panel: Auto's display of private articles



Posted Mar 13, 2024

Show private articles to Knowledge in Agent Context Panel

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

Knowledge Capture allows auto's display of private and public articles, but it is not a feature of the Knowledge section in Context Panel (only public articles). See article here https://support.zendesk.com/hc/en-us/articles/4408836451610, which shows the differences. We must switch to Agent Workspace on August 29, 2024, and this functionality is a real lack for agents.

What problem do you see this solving?

Allow agent to run an internal process, to resolve tickets.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

We use this feature every day with Knowledge Capture in tickets. From August 29, this will be a real problem for us.

Are you currently using a workaround to solve this problem? 

No workaround from August 29 .

What would be your ideal solution to this problem? How would it work or function? 

Add auto's display of private articles to the Knowledge in the Context Panel.


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Shawna James

Community Product Feedback Specialist

Hey Arnaud,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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