The Zendesk context panel provides valuable information you can use to get a better understanding of your customer and solve tickets quickly. This article describes how admins can configure the context panel in the Zendesk Agent Workspace. For more information about how agents use the context panel, seeUsing the context panel in the Zendesk Agent Workspace.
This article includes these sections:
- About configuring the context panel
- Enabling or disabling Knowledge in the context panel
- Configuring Knowledge in the context panel
- Configuring default search filters for Knowledge in the context panel
- Activating and deactivating side conversations in the context panel
Related articles
About configuring the context panel
The features included in the context panel vary depending on the features available in your account. For example:
- Your account must have the Zendesk Agent Workspace enabled to see the context panel. SeeActivating and deactivating the Zendesk Agent Workspace.
- 知识在锅里el automatically searches your multiple knowledge bases for answers related to the current conversation. To use Knowledge, your account must have Zendesk Guide or Zendesk Suite. Admins canenable or disable知识在锅里el and configure which knowledgesourcesare searched.
- Intelligence in the context panel shows the ticket's intent, language, and sentiment predicted by intelligent triage. It also shows the top three suggested macros based on the content of the ticket. SeeViewing intelligent triage predictions and suggested macros.
- Customer context for a ticket requester can include additional user profiles and events from third-party applications that are integrated with Zendesk. SeeAdding Sunshine user profiles and events to customer context in a ticket.
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.
- InAdmin Center, click
Workspacesin the sidebar, then selectAgent tools > Context panel..The configuration settings for the context panel appear.
- In theKnowledgesection:
- SelectEnable Knowledgeto enable Knowledge in the context panel. When you enable Knowledge, you can configure which knowledge sources are searched. SeeConfiguring Knowledge in the context panel.
- DeselectEnable Knowledgeto 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您的更改。
Configuring Knowledge 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
- InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Context panel.
The configuration settings for the context panel appear.
- EnsureEnable Knowledge被选中。
- When Knowledge is enabled, select the content sources you want to include in Knowledge searches:
- Knowledge articles:Articlesincluded in your help center.
- Community posts: Information posted in your help centercommunity, 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. SeeSetting 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), thenUnder Configure knowledge, select theRequire articles templatescheckbox.Note:You must be an Admin tocreate a template. If no templates have been created, then this option will not appear in Knowledge.
- When you’ve finished selecting content sources,Save您的更改。
Configuring default search filters for Knowledge in the context panel
您可以配置default search filters that are available for agents searching for content in Knowledge in the context panel.
To configure default search filters
- InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Context panel.
The configuration settings for the context panel appear.
- In theDefault filterssection, configure the default filters that you want to use. If you want to:
- Remove the selected filters, clickXto 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您的更改。
Activating and deactivating side conversations in the context panel
You can use the context panel to manage side conversations. To use this feature, you must have already:
To activate side conversations in the context panel
- InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Context panel.
The configuration settings for the context panel appears.
- In theSide conversationssection, selectEnable side conversationsto activate side conversations in the context panel.
When you activate side conversations, the side conversations icon (
) is added to the context panel and you can manage your side conversations from there. SeeAbout side conversations. - Save您的更改。
To deactivate side conversations in the context panel
- InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Context panel.
The configuration settings for the context panel appears.
- In theSide conversationssection, deselectEnable side conversationsto deactivate side conversations in the context panel.
- Save您的更改。
When you use this setting to deactivate side conversations, side conversations are still available in your account, they just don’t appear in the context panel. To completely deactivate side conversations, seeActivating and deactivating side conversations.
11 Comments
Hi,
Is there a way to force the context panel to be open at all times?
We are trying to remind our agents to be on the look out for previous interactions with requestors, but it seams like it is easy for them to forget this great feature in the context panel as it appears to close automatically in some situations.
Regards
Oskar
Hey, Oskar, great question! Right now, the Context Panel will be open/closed based on its previous state in the last ticket you were viewing. If you would like to see a feature in the future for forcing the panel open, and being able to configure which context it is opened to, I would recommend leaving feedback in our community page here:Feedback - Ticketing System (Support)
HiSabra, thanks for getting back to me on this. I'll submit this, but I have to report that even though I never close this panel I often find it to be closed when i open up a ticket. That is strange and I wish I could prevent that, or the default state would be to be open.
I have turned off the option for Community Posts in the content sources section of the Context Panel settings but they continue to appear when searching in the knowledge context panel.
I have to go to the context panel filters > Content Type > select articles, even though that is now the only option
Due to the nature of this concern, I have created a ticket for you. Please wait for my update via email and let's continue from there.
Hi,
i have it different, I enabled Community, but I don´t see any Community search results, always "0".
Thanks.
HiTobias,
If you're having a problem with community search results in your account, contactZendesk Customer Service, so they can help you.
Our agents are frustrated by having only 10 search results and are asking to be able to see more via pagination, like they can directly on the site itself. Is that something that can be configured in the KCP?
Hey Joel - Great question! Right now we don't have configurability to show move results in the panel, but I encourage you to leave this as feedback here:Feedback - Ticketing System (Support)
That's unfortunate, but thanksSabra! Added:https://support.zendesk.com/hc/en-us/community/posts/5687079377434-More-search-results-in-Knowledge-Context-Panel
It only allows me to use the main brand for creating an article - when we have a ticket open in another brand we no longer have the template there? Is there somewhere to apply this to all brands? Thanks, Nikki
Pleasesign into leave a comment.