Linking, quoting, and pinning help center content to tickets you're working on

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<p class="p">Agents can use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5581313653530" rel="noopener" target="_blank">knowledge section of the context panel</a> while working on tickets to search for content in their help center, then link to, quote, or pin content directly to the ticket without leaving their workflow. On Enterprise plans, if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4593564000410" rel="noopener noreferrer" target="_blank">federated search</a> is configured, external content is also available.</p>
<div class="p">This article covers the following topics:
<ul class="ul" id="topic_rrp_tj4_kpb__ul_bz1_fvp_kpb">
<li class="li"><a class="xref" href="#topic_zn2_sqz_cpb">Adding links to content in tickets</a></li>
<li class="li"><a class="xref" href="#topic_b2b_x11_dpb">Quoting an article or post in a ticket</a></li>
<li class="li"><a class="xref" href="#topic_tjg_lqr_5xb">Pinning content to a ticket</a></li>
</ul>
</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zn2_sqz_cpb">
<h2 class="title topictitle2" id="ariaid-title2">Adding links to content in tickets</h2>
<div class="body">
<p class="p">When you find a knowledge base article or community post you think is useful, you can insert a link to it in the ticket. On Enterprise plans where <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4593564000410" rel="noopener" target="_blank">federated search</a> is configured, you can also add links to external content. Links to external content will always open the content in a new tab.</p>
<p class="p">You can add links to multiple articles in a ticket comment.</p>
<p class="p"><strong class="ph b">To insert a link to content in a ticket</strong></p>
<div class="p">
<ol class="ol" id="topic_zn2_sqz_cpb__ol_m5d_vp4_kpb">
<li class="li">In a ticket, click the <strong class="ph b">Knowledge</strong> icon (<img class="image" id="topic_zn2_sqz_cpb__image_a5s_b54_kpb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_knowledge.png">) in the sidebar to open the knowledge section.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826700570" rel="noopener" target="_blank">Find the content you want to link to</a>.</li>
<li class="li">Hover over the content, then click <strong class="ph b">Copy link to conversation</strong>.
<div class="note note" id="topic_zn2_sqz_cpb__note_wrn_mph_xcc">
<span class="notetitle">Note:</span> If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" rel="noopener" target="_blank">auto assist is turned on</a>, the copy button doesn’t appear. Auto assist takes the place of the composer within a ticket, so there’s no place for agents to paste the copied link when auto assist is active.</div>
<p class="p">The content link appears in the ticket.</p>
<p class="p"><img alt="Knowledge in Agent Workspace copy article link" class="image img-screenshot" id="topic_zn2_sqz_cpb__image_mhb_msk_jpb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/AddLinkToTicket-070623.jpg" width="600"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_b2b_x11_dpb">
<h2 class="title topictitle2" id="ariaid-title3">Quoting an article or post in a ticket</h2>
<div class="body">
<p class="p">You can quote text from an knowledge base article or community post in your ticket. On Enterprise plans where <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4593564000410" rel="noopener" target="_blank">federated search</a> is configured, you can also quote external content.</p>
<p class="p"><strong class="ph b">To quote an article or post in a ticket</strong></p>
<ol class="ol" id="topic_b2b_x11_dpb__ol_od3_bcn_dpb">
<li class="li">In a ticket, click the <strong class="ph b">Knowledge</strong> icon (<img class="image" id="topic_b2b_x11_dpb__image_z2f_tr4_kpb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_knowledge.png">) in the sidebar to open the knowledge section.</li>
<li class="li">Find the article you want to quote, then click the article to preview it.</li>
<li class="li">Hover over the section you want to quote, then click the <strong class="ph b">Options</strong> menu (<img class="image" id="topic_b2b_x11_dpb__image_wny_jmn_dpb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png" width="5">) and select <strong class="ph b">Copy to conversation</strong>.
<div class="note note" id="topic_b2b_x11_dpb__note_zzz_nph_xcc">
<span class="notetitle">Note:</span> If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" rel="noopener" target="_blank">auto assist is turned on</a>, the copy button doesn’t appear. Auto assist takes the place of the composer within a ticket, so there’s no place for agents to paste the copied link when auto assist is active.</div>
<p class="p"><img class="image img-screenshot" id="topic_b2b_x11_dpb__image_ihk_2bq_kpb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-copytoconv-070623.jpg" width="600"></p>
<p class="p">The quoted section appears in your ticket comment.</p>
</li>
</ol>
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</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_tjg_lqr_5xb">
<h2 class="title topictitle2" id="ariaid-title4">Pinning content to a ticket</h2>
<div class="body">
<p class="p" dir="ltr">You can pin up to five pieces of content (knowledge base articles or community posts) to a ticket to give other agents working on the ticket visibility to content they need to solve the ticket. On Enterprise plans where <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4593564000410" rel="noopener" target="_blank">federated search</a> is configured, you can also pin external content.</p>
<p class="p" dir="ltr">For example, if agents are required to follow a defined set of troubleshooting steps or procedures, you can pin articles documenting those steps to the ticket so that other agents working on the ticket can easily refer to the relevant information without having to search through the ticket or enter a search workflow.</p>
<p class="p" dir="ltr">Pinned content appears at the top of the knowledge section, under a section titled “Pinned to ticket." Pinned content is visible to all agents who are working on the ticket, but not visible to end users.</p>
<p class="p">You can easily unpin content from tickets to remove the pinned content.</p>
<p class="p"><img class="image img-screenshot" id="topic_tjg_lqr_5xb__image_qvp_1rr_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-pinned-to-ticket-070623.jpg" width="600"></p>
<div class="p">
<strong class="ph b">To pin content to a ticket</strong>
<ol class="ol" id="topic_tjg_lqr_5xb__ol_kgn_pvr_5xb">
<li class="li">In a ticket, click the <strong class="ph b">Knowledge</strong> icon (<img class="image" id="topic_tjg_lqr_5xb__image_qz3_svr_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_knowledge.png">) in the sidebar to open the knowledge section.</li>
<li class="li">Hover over the content that you want to pin, then from the shortcut panel, select the pin icon (<img class="image" id="topic_tjg_lqr_5xb__image_a5s_kyr_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gudie-pin-icon.jpg" width="25">)<img class="image img-screenshot" id="topic_tjg_lqr_5xb__image_obb_ryr_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-content-pin-0626.jpg" width="500">
<p class="p">The content is now pinned to the ticket. If you select the content, it opens in the knowledge section of the context panel with the pin icon shaded a solid green.</p>
<p class="p"><img class="image img-screenshot" id="topic_tjg_lqr_5xb__image_pvy_czr_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-content-pin-in-panel-0626.jpg" width="500"></p>
</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To unpin content from a ticket</strong>
<ol class="ol" id="topic_tjg_lqr_5xb__ol_drf_jzr_5xb">
<li class="li">In a ticket, click the <strong class="ph b">Knowledge</strong> icon (<img class="image" id="topic_tjg_lqr_5xb__image_lkj_jzr_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_knowledge.png">) in the sidebar to open the knowledge section.</li>
<li class="li">Hover over the content that you want to unpin, then from the shortcut panel, select the solid green pin icon (<img class="image" id="topic_tjg_lqr_5xb__image_lwc_kzr_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-pin-icon-selected.jpg" width="20">).
<p class="p"><img class="image img-screenshot" id="topic_tjg_lqr_5xb__image_mwc_kzr_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-content-unpin00626.jpg" width="500"></p>
<p class="p">The pin icon returns to a deselected state, and the article is unpinned from the ticket.</p>
</li>
</ol>
</div>
</div>
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