The knowledge section in the context panel lets agents access the knowledge base, community forums, and external content (if configured) and take actions related to content while working on tickets without leaving Agent Workspace.
This article contains the following sections:
About the knowledge section in the context panel
The knowledge section in the context panel gives agents access to the help center, including knowledge base and community content, while they are working tickets. On Enterprise plans, if federated search is configured, the knowledge section also displays relevant external content.
When an agent opens the knowledge section, suggestions matching the topic of the ticket and the last reply of the ticket requester appear, if there are any. When there is a new reply in the ticket conversation, the automatic suggestions are refreshed to include that reply. Automatic suggestions are not updated based on replies from the current agent working on the ticket.
For messaging conversations, if the messaging transcript has not yet posted to the ticket, the customer's latest reply will not yet be available. As a result, the automatic suggestions may not show relevant information until the messaging transcript posts.
An 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.
Opening the knowledge section to access content
You can open the knowledge section in the context panel to find content relevant to your ticket and to take actions related to the content while working on tickets.
To open the knowledge section
- In a ticket, click the Knowledge icon (
) in the sidebar to open the knowledge section.The knowledge section opens with automatic suggestions, if there are matches. If there is no suggested content, you can click Search for content.
- Select any item in the list to preview it in the panel.
Click the Open in Help Center icon (
) to view the content in another
tab. - You can then take any of the following actions:
- Search for content to find content relevant to the ticket you’re working on.
- Link to, quote, and pin content content to the ticket.
- Flag articles that contain inconsistencies or mistakes. When an agent flags an article, a ticket is created.
- Create or request articles for knowledge gaps in the help center.