Differences Between Zendesk Context Panel and Capture App

Explore the differences between the Knowledge section in the context panel and the Knowledge Capture app in Zendesk.

What are the differences between the Knowledge section in the context panel and the Knowledge Capture app?

The Knowledge section in the context panel and the Knowledge Capture app offer different features. The context panel is recommended for customers using the Agent Workspace and includes AI-powered article recommendations, community forum search results, and configurable default filters. It also allows for type-ahead filtering, quoting content with a single click, and pinning content to tickets.

In contrast, the Knowledge Capture app allows end users to self-solve a ticket directly from an article linked in the ticket by an agent, a feature known as Rapid Resolve. Both tools allow for creating and linking articles, but the context panel offers more advanced search and filtering capabilities.

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Zeffy

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Ella Roy Customer Success Manager at Zeffy

“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”

“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”

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Zinc

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Conrad Jones CX and Service Leader at Zinc

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Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)

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Natalie Onions VP of Customer Experience at Customer.io

“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”

"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."

Howard Blick Customer Service Team Lead
Freecash

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Howard Blick, Customer Service Team Lead at Freecash

“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”

“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”

Ella Roy Customer Success Manager
Zeffy

Read Zeffy's case study

“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”

“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”

Conrad Jones CX and Service Leader
Zinc

Read Zinc's case study

“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”

"My AskAI’s Zendesk integration is saving our support agents over 35 hours  per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."

Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)

Read Customer.io's case study

“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”

"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."

Howard Blick Customer Service Team Lead
Freecash

Read FreeCash's case study

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Differences Between Zendesk Context Panel and Capture App

What are the differences between the Knowledge section in the context panel and the Knowledge Capture app?

More related questions

What is happening to the Knowledge Capture app in Zendesk?

How can agents access help center content while working on tickets?

Can I use both the Knowledge section in the context panel and the Knowledge Capture app simultaneously?

How does the search functionality differ between the context panel and the Knowledge Capture app?

Is Rapid Resolve available in the Knowledge section of the context panel?

How can I configure federated search in the Zendesk context panel?

Interested indeflectingover 70% of your Zendesk support tickets?

Zendesk Support Tickets

Zendesk Messaging (live chat)

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”

“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”

“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”

“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”

“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”

“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”

“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”

“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”

Reduce support costs.Spend more time on customer success.