Users with a Guide role of "Agent" or higher can use the knowledge section of thecontext panelwhile working with tickets to conveniently get information and answers relevant to the conversation they're in.
The knowledge section uses Answer Bot to automatically provide relevant suggestions you can use to answer questions in your tickets. You can also manually search your help center to find additional content, then you can link to content or quote content directly in the ticket.
With the knowledge section, you can:
- Browse Answer Bot suggestions for relevant information
- Search your help center and preview content without leaving the ticket
- Insert links to content in your ticket
- Quote the most relevant section of an article or post in your ticket
Opening the knowledge section
You can open the knowledge section in the context panel to find help center content relevant to your ticket.
To open the knowledge section
- In the Admin Center, open any ticket.
- Click theKnowledgeicon (
) in the sidebar to open the knowledge section.
The knowledge section opens with automatic suggestions matching the topic of the ticket, if there are any. The icon beside each item indicates whether it is an article, a post, or restricted, internal content.
On Enterprise plans, if federated search is configured, you will also see relevant external content. External content is indicated by the
icon. The
icon also appears next to the external content title, indicating that the content automatically opens in a new tab.
- You can then take any of the following actions:
Searching your help center in the knowledge section
The knowledge section provides content suggestions, powered by Answer Bot, based on the ticket you are viewing. You can also manually search your help center to find content relevant to the issues raised in the ticket.
In the knowledge section, search uses the same search technology as the help center search. The search includes help center articles and community posts. On Enterprise plans, if you've configuredfederated searchyou will also see links to external content in your search results. The search does not include comments on articles and posts.
In the knowledge section, search includes default filters that filter search results based on ticket brand and ticket language. If agents routinely change the default search filters shown in the knowledge section to meet their needs (for example for a help center or language), account admins canconfigure knowledge in the context panelto customize the default search filters shown to agents when they search for content.
Agents can further refine their search by:
- Clicking theFiltericon (
) next to the search bar, then selecting one of the available filter options. - Typing one of the available filters in the search field, then select a subfilter option from the options that appear. To search for plain text instead of applying a filter, you can select the “Search for...” option at the top of the list.
For example, when you enter the word “type” in the search field, you can choose to search for the word "type" or you can select one of the available subfilters for content type (articles or community posts. Iffederated search is configuredand you haveenabled external content in knowledge in the context panel, you can use type-ahead filters to filter on external content types and sources as well. Specifically, you can enter "type" or "source" in the search field to display filter options for filtering onexternal content sources and typesdefined during federated search setup.
code format):- Content type(
Type): Filter by article, post, or external content type (if you are on an Enterprise plan, have configured federated search, and enabled external content in knowledge in the context panel). - Brand(
Brand): Filter based on a specific help center brand. - Article placement(Available with the filter icon only): Filter based on a specific help center category or section.
- External Source(
Source): (Available on Enterprise plans where federated search is configured and external content is enabled in Knowledge) Filter based on external content sources. - Language(
Language): Filter by one of your supported languages.
To search for content
- In a ticket, click theKnowledgeicon () in the sidebar to open the knowledge section.
- Click theSearchicon (
). - If you want to filter your results, you can either click theFiltericon () next to the search bar, then select a filter and sub filter from the drop-down menu, or you can use a type-ahead filter to selected a supported filter directly from the search field.
A filter tag is added beneath the search bar for each filter. You can remove individual filters as you like or clickClear filtersto remove all filters.
- Enter your search term, then pressReturnorEnter.
The search results appear. The icon beside each item indicates whether it is an article, a post, or restricted, internal content.
在企业的计划,如果你enabled federated search, search results also include links to external content, identified by the
icon.Each result shows up to three comments: The official comment (if available), the most upvoted (if available), and the most recent - in that order.
- Click any of the search results to preview the content in the knowledge section.
If you want to view the content in another tab, clickOpen in Help Center.
Adding links to content in tickets
When you find a knowledge base article or community post you think is useful, you can insert a link to it in the ticket. You can add links to multiple articles in a comment.
On Enterprise plans wherefederated searchis configured, you can also add links to external content. Links to external content will always open the content in a new tab.
To insert a link to content in a ticket
- In a ticket, click theKnowledgeicon () in the sidebar to open the knowledge section.
- Find the content you want to link to.
- Hover over the content, then clickCopy link to conversation.
The content link appears in the ticket.
Knowledge actions are captured in the Knowledge Capture dashboard in Explore for reporting (seeAnalyzing your Knowledge Capture activity).
Quoting an article or post in a ticket
You can quote text from an article or post in your ticket.
To quote an article or post in a ticket
- In a ticket, click theKnowledgeicon () in the sidebar to open the knowledge section.
- Find the article you want to quote, then click the article to preview it.
- Hover over the section you want to quote, then click the选项menu (
) and selectCopy to conversation.
引用的节n appears in your ticket comment.
23 Comments
Really excited for this and signed up for EAP. And especially one feature being - Enable you to insert a quote from the article - how will that show in the report? Will this come up as the article linked/used?
How does this differ from the Knowledge Capture app? Is there a comparison between the two?
是的, same question as Kirsten. I'm not fully understanding the main differences, besides the ability to filter by label or placement (like we can do in Zendesk Guide). Seems like the majority of the benefits are what is currently offered in the KC app?
We definitely enjoy the KC app, but I'd like to understand how the Knowledge app is even better! Thank you!
It looks great. But I’ve noticed that it’s not possible to search until you apply filters. You should fix it :)
Thank you all for the great comments here :-) Lemme try and respond:
@...- We are working on adding a new type of event in the report so that you can see the amount of quotes. It will be a separate number from the amount of links.
@...and@...最终,肯定有一些重叠和the new Knowledge app will fully replace KC App. For now the main differences are that the Knowledge app has quoting, it supports community content in addition to articles, and it has more search options, and a more convenient UI placement. KC App includes article flagging and creation which we are planning to add to the Knowledge app later.
@...- Sounds like a bug, and I know we've just been working on fixing a related thing, so this will definitely be fixed.
Thanks@...that's great to hear. Until then, will it count as linked or we won't be able to see at all until then? Thanks
We don't have those events in the Knowledge Capture reporting just yet, but will add them shortly.
Thanks@...I don't have the filters in bold:
For the second point I am not using community though so this is fine, however community post is available for point 3, so I assume should still be an option.
Can you help?
I have a few questions and requests. :)
Also, some configuration/feature requests
Please integrate this feature into the zendesk support app (ios/android)
@...,
Do you have a rough estimate of when the classical Knowledge Capture app will be removed from Zendesk? We're planning the transition to Knowledge in the context panel and some guidance and expectations on the timeframe would be helpful.
Thanks!
Hi@...
We are not planning on removing the KC app completely for a good while, since we have various customers who are not able to transition into the new experience right now. But we will stop auto-installing the KC App, and if you already have it you can uninstall it just like other apps.
Thanks Kasper. My team has begun piloting the knowledge section. Here's the feedback thus far:
1. Reneé Lasswell wrote:
Likewise for my team, we'd like quoted content to be inserted with the quote style and with a "source:Link2Article" insert beneath it.
2. Reneé Lasswell wrote:
The ability to resize the width of the article body element was reiterated by a member of my team during testing.
3. The ability for agents to configure which section opens by default in the context panel.
Hi@...,
We had the same question. This functionality is not offered through the Knowledge in the context panel app. Zendesk's support team confirmed this earlier today in a request we opened.
Hi@...We have multiple brands and a help centre that is on it's own brand. Is it possible to change the default help centre that is searched without having to go to filter > Help Centre everytime?
Hi@...,
Unfortunately, it is not possible right now but the customizable filter experience is on our roadmap.
Thanks for the reply@.... Any idea how long that would be?
I cannot provide a particular date. We are planning to work on this one next year.
Is it possible to configure more than 10 search results from the Knowledge panel or do users just have to search again?
HiJanine Deegan,
The search returns only 10 results. It is not configurable.
We have been using the linking of the tickets to the tickets to give users links to our articles, however D_COUNT(Linked article tickets) only shows a single ticket for the last month where I can see many more than this in our actual ticket. Does this function measure something different to tickets linked through the method shown above?
HiFinn Bazard Ferns,
Could you please describe what you are trying to count?
Hi Tetiana,
I am trying to count the number of tickets that have linked to guide or article, so that I can see how effective this is at reducing the overall ticket flow.
Pleasesign into leave a comment.