• Arianne Batiles

  • 23 mars 2023 01:56

  Zendesk Customer Care

  Hi Mary Paez, 

  Unfortunately, this is not possible at the moment. It's a good feature to have and I would recommend that you create a new post in our General Product Feedback here to engage with other users who have similar needs and discuss possible workarounds.

• Tetiana Gron

  • 23 mars 2023 13:44

  Zendesk Product Manager

  Hi Mary Paez and Arianne Batiles,

  Thanks for feedback! As it is mentioned we don't have this feature but we are currently working on content pinning in Knowledge in the Agent Workspace. It will be possible to pin an article or post to the ticket. It is also on our radar to implement automated article pinning. If some conditions are met, a particular article will be pinned to the ticket. Do you think this can help you with the current problem? 

• Mary Paez

  • 23 mars 2023 14:11
  • Modifié

  Agents mentioned they have "favorites" just as you would bookmark web pages in a browser.  They would like that option so they don't have to keep searching for their favorites to link into articles.  I don't think pinning to a ticket helps. They want to pin to their list of favorites in the Knowledge app (In a Favorites tab of articles they reuse alot) so they go to that list and link the article to any ticket.

   

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