Understanding Knowledge in Zendesk Agent Workspace
What is the Knowledge section in Zendesk's Agent Workspace?
The Knowledge section in Zendesk's Agent Workspace is a tool that allows agents to access and manage content from your knowledge base and community forums directly within the ticket interface. This feature enables agents to search for relevant content, link, quote, and pin articles to tickets, and even flag articles for inconsistencies or errors. Additionally, agents can create or request new articles to fill knowledge gaps, all without leaving the ticket they are working on.
This integration streamlines the process of finding and using information, making it easier for agents to provide accurate and timely support. For more details, you can check theoriginal link.
More related questions
How can agents use the Knowledge section to improve ticket handling?
Agents can use the Knowledge section to enhance ticket handling by searching for and linking relevant content from the knowledge base and community forums directly to the ticket. This allows them to provide accurate information quickly. They can…
Why might agents see 'You don't have access' in the Knowledge section?
Agents might encounter the 'You don't have access' message in the Knowledge section if they are not part of the user segment applied to the articles. This restriction prevents the Knowledge section from returning any content for those agents. To…
What permissions are needed for agents to access the Knowledge section?
For agents to access the Knowledge section in Zendesk, they need to have 'Agent' permissions for 'Guide'. If agents only have 'Viewer' permissions, they may experience inconsistent access, with some agents able to access the Knowledge section and…
How can agents flag articles for inconsistencies in Zendesk?
Agents can flag articles for inconsistencies directly from the Knowledge section while working on a ticket. This action creates a ticket to address the flagged article, allowing for corrections or updates to be made. Flagging articles helps…
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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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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