Configuring the Context Panel in Zendesk
How do I configure the context panel in Zendesk Agent Workspace?
To configure the context panel in Zendesk Agent Workspace, navigate to the Admin Center, click on Workspaces in the sidebar, and then select Agent tools > Context panel. Here, you'll find a list of settings you can adjust. Depending on your account's features, you can configure Knowledge, Intelligence, Side Conversations, Device Information, Third-party User Profiles, and Shared App Shortcuts.
More related questions
What is the Zendesk context panel and how can it help agents?
The Zendesk context panel is a feature in the Zendesk Agent Workspace that provides valuable information to help agents understand customers better and solve tickets more efficiently. It includes features like Knowledge, Intelligence, Side…
What features can be configured in the Zendesk context panel?
In the Zendesk context panel, admins can configure several features, including Knowledge, Intelligence, Side Conversations, Device Information, Third-party User Profiles, and Shared App Shortcuts. Each feature provides specific functionalities,…
Can the Zendesk context panel be set to always stay open?
Currently, the Zendesk context panel opens or closes based on its previous state in the last ticket viewed. There isn't a built-in feature to force it to stay open at all times. If you wish to see this feature in the future, consider leaving…
How can I manage search results in the Zendesk Knowledge context panel?
As of now, the Zendesk Knowledge context panel does not support pagination to show more than 10 search results. If you need more results, consider leaving feedback on Zendesk's community page to request this feature.
Why do some agents see 'You don't have access' in the Knowledge search feature?
If some agents encounter a 'You don't have access' message while using the Knowledge search feature, it might be due to configuration settings. Ensure all agents have the same permissions and settings. If the issue persists, contact Zendesk…
How can I differentiate between brands in the Zendesk context panel?
To differentiate between brands in the Zendesk context panel, you can configure the Default filters section to specify the brand or language. This helps agents verify the brand of the article. However, further customization of the UI is not…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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