Pinning External Content in Zendesk
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 knowledge section of the context panel under 'Pinned to ticket'. This pinned content is not visible to end users, and you can easily unpin it when it's no longer relevant.
This update also includes improved breadcrumbs for external content, showing the external source name under the content title. This feature is available for Guide Enterprise or Suite Enterprise accounts, and requires preconfiguration of federated search. For more details, visit theoriginal announcement.
More related questions
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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