Pinning External Content in Knowledge - Frequently asked questions
Discover how to pin external content in Zendesk Knowledge. Explore common questions and answers about this feature, its benefits, and implementation.
Frequently asked questions
What is the new feature for pinning external content in Zendesk?
Zendesk now allows you to pin external content to tickets, enhancing your ability to manage information. Previously, only articles or posts could be pinned, but now you can associate external content with a ticket, making it visible in the…
How does pinning external content benefit Zendesk users?
Pinning external content in Zendesk allows for better knowledge sharing and management among agents. By enabling the pinning of content from external sources like blogs or company websites, agents can interact with this information just as they…
Who can use the external content pinning feature in Zendesk?
The external content pinning feature is available to users with Guide Enterprise or Suite Enterprise accounts. This feature is designed to enhance the knowledge management capabilities of these advanced account types. Before using this feature,…
What setup is required to use the external content pinning feature?
To use the external content pinning feature in Zendesk, you need to preconfigure federated search. This setup is crucial as it allows Zendesk to integrate and search across various content sources, enabling the pinning of external content….
How can I unpin external content from a ticket in Zendesk?
Unpinning external content from a ticket in Zendesk is straightforward. When the external content is no longer relevant to the ticket, you can simply deselect the pin icon to remove it from the ticket. This action ensures that only pertinent…
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“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
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“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
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“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."
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Customer.io($50M+ ARR)
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“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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Read FreeCash's case study
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