In the knowledge section of the context panel, your agents can search for content in your help center that might help your customers solve issues, view suggestions for articles based on ticket content, or add feedback to flag existing articles.
Admins can activate the knowledge section in the context panel, set knowledge sources that are included, and configure default search filters.
Enabling or disabling knowledge in the context panel
The knowledge section is enabled by default in the context panel for accounts that have access to Zendesk Guide or Zendesk Suite.
-
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Context panel.The configuration settings for the context panel appear.
- In the Knowledge section:
- Select Enable Knowledge to enable Knowledge in the context panel. When you enable Knowledge, you can configure which knowledge sources are searched. See Configuring content sources for knowledge in the context panel.
- Deselect Enable Knowledge to 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 your changes.
Configuring content sources for knowledge in the context panel
You can configure which content sources are searched to determine the answers that appear in the context panel and you can specify whether agents can use existing templates to create articles.
To configure content sources
-
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Context panel.
The configuration settings for the context panel appear.
- Ensure Enable Knowledge is selected.
- When Knowledge is enabled, select the content sources you want to include in
Knowledge searches:
- Knowledge articles: Articles included in your help center.
- Community posts: Information posted in your help center community, 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 if federated search is configured.
- If you want to restrict Agents and Admins to only create articles from existing
templates (and not create new blank articles), then Under Configure
knowledge, select the Require articles templates
checkbox.Note: You must be an Admin to create a template. If no templates have been created, then this option will not appear in Knowledge.
- When you’ve finished selecting content sources, Save your changes.
Configuring default search filters for knowledge in the context panel
Default search filters are automatically applied to agent search queries unless they are manually changed or removed by agents. Configuring the filters that agents use the most reduces the time they spend customizing default search filters before searching for content.
You must have Guide Professional or Enterprise, or Suite Growth and higher to use this feature.
To configure default search filters
-
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Context panel.
The configuration settings for the context panel appear.
- In the Default filters section, configure the default filters that you
want to use. If you want to:
- Remove the selected filters, click X to 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 your changes.