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?
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.
More related questions
What is happening to the Knowledge Capture app in Zendesk?
The Knowledge Capture app will be discontinued on August 29, 2024. This means it will no longer be available for download. However, don't worry! Replacement capabilities are now available natively in the Knowledge section of the context panel…
How can agents access help center content while working on tickets?
Agents can access help center content through the knowledge section in the context panel or by using the Knowledge Capture app. However, if you have the Agent Workspace enabled, Zendesk recommends using the knowledge section in the context panel….
Can I use both the Knowledge section in the context panel and the Knowledge Capture app simultaneously?
Yes, you can have both the Knowledge section in the context panel and the Knowledge Capture app enabled simultaneously. This allows you to use them as needed based on the knowledge actions you need to take. However, with the upcoming…
How does the search functionality differ between the context panel and the Knowledge Capture app?
The search functionality in the context panel is based on the last ticket requestor reply and the ticket subject, providing a more refined search experience. It includes features like AI-powered article recommendations, community forum search…
Is Rapid Resolve available in the Knowledge section of the context panel?
No, Rapid Resolve is not available in the Knowledge section of the context panel. This feature, which allows end users to self-solve a ticket directly from an article linked in the ticket by an agent, is only available in the Knowledge Capture app….
How can I configure federated search in the Zendesk context panel?
To configure federated search in the Zendesk context panel, you need to set it up in the help center first. Once configured, it will be available in the Knowledge section of the context panel. Ensure that the external content source is enabled in…
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