Searching for help center content relevant to tickets from Agent Workspace

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<p id="docs-ai-summary-content">Use the knowledge section in the context panel to find help center content relevant to your tickets. It automatically suggests articles and community posts, and you can manually search and filter by content type, brand, language, and more. On Enterprise plans, external content and AI-generated quick answers are included. You can link, quote, or flag content and request new articles to fill knowledge gaps.</p>
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<p class="p" dir="ltr">Agents can use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5581313653530" target="_blank">knowledge section in the context panel</a> while working with tickets to
get information and answers relevant to the ticket they're working on. Agents must have a
knowledge agent or admin role to access knowledge in the context panel.</p>
<p class="p" dir="ltr">The knowledge section automatically provides suggestions relevant to the ticket
you're viewing. You can also manually search to find content relevant to the issues raised in
the ticket. The knowledge section search uses the same search technology as the help center
search. </p>
<p class="p" dir="ltr">Search results include articles and community posts from your help center. On
Enterprise plans, if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4593564000410" target="_blank">federated search</a> is configured, external content is
also included in search results. If you have quick answers for Agent Workspace turned on, the
knowledge section of the context panel also displays AI-generated answers to the searches that
agents perform.</p>
<div class="p">This article covers the following topic:<ul class="ul" id="topic_rrp_tj4_kpb__ul_bz1_fvp_kpb">
<li class="li"><a class="xref" href="#topic_tjg_lqr_5xb">Searching for content in the knowledge section</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_tjg_lqr_5xb">
<h2 class="title topictitle2" id="ariaid-title2">Searching for content in the knowledge section</h2>
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<p class="p" dir="ltr">You can use the knowledge section in the context panel to search for and filter
content relevant to your ticket.</p>
<div class="p">
<strong class="ph b">To search for content in the knowledge section</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">Click the <strong class="ph b">Search</strong> icon (<img class="image" id="topic_tjg_lqr_5xb__image_e3q_jss_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png">) in the knowledge section.<p class="p">Default search filters are
applied, but you can remove individual filters as you like. You can ask an to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7263163614874#topic_gwh_mr3_k5b" target="_blank">change the default search filters</a>, if you find
you're always changing them. </p>
</li>
<li class="li">If you want to narrow the scope of your results, click the <strong class="ph b">Filter</strong> icon (<img class="image" id="topic_tjg_lqr_5xb__image_k1n_kss_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macro_filter_icon.png">) next to the search bar, then select a filter and sub filter.
Alternatively, if you know a filter's name, start typing the filter name, then select
the filter directly from the search box. <p class="p">The following options are available
(type-ahead filter names are in code format):</p>
<div class="p">
<ul class="ul" id="topic_tjg_lqr_5xb__ul_in4_wz5_g2c">
<li class="li" dir="ltr">
<strong class="ph b">Content type</strong> (<code class="ph codeph">Type</code>): Filter by article, post,
or external content type (if configured).</li>
<li class="li" dir="ltr">
<strong class="ph b">Brand</strong> (<code class="ph codeph">Brand</code>): Filter based on a specific help
center brand (if you support multiple brands).</li>
<li class="li" dir="ltr">
<strong class="ph b">Article placement</strong> (no type-ahead name): Filter based on a
specific help center category or section.</li>
<li class="li" dir="ltr">
<strong class="ph b">External Source</strong> (<code class="ph codeph">Source</code>): Filter based on
external content sources (if configured).</li>
<li class="li">
<strong class="ph b">Language</strong> (<code class="ph codeph">Language</code>): Filter by one of your supported
languages (if you support multiple languages).</li>
</ul>
</div>
<p class="p">A filter tag is added under the search box for each filter. You can remove
individual filters as you like or click <strong class="ph b">Clear filters</strong> to remove all
filters.</p>
</li>
<li class="li">Enter your search term, then press <strong class="ph b">Enter</strong>.<p class="p">The use of double quotes (") is not
supported. Search results appear with icons indicating the content type. </p>
<p class="p">If a
quick answer is available, it appears in the <strong class="ph b">Quick answer </strong>section above the
search results. You can click the <strong class="ph b">AI suggestion based on</strong> link to view the
source content that was used to generate the answer.</p>
<p class="p"><img class="image" id="topic_tjg_lqr_5xb__image_lh2_wxc_4gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/GenSearch-SearchResult.png" width="300"></p>
</li>
<li class="li">Click the <strong class="ph b">Filter</strong> icon (<img class="image" id="topic_tjg_lqr_5xb__image_ywj_kbv_g2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macro_filter_icon.png">) next to the search bar to refine your search results.</li>
<li class="li">Click any of the search results to preview the content in the knowledge
section.<p class="p">Click the <strong class="ph b">Open in Help Center</strong> icon (<img class="image" height="24" id="topic_tjg_lqr_5xb__image_ekg_5ss_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-open-help-center.jpg" width="21">) to view the content in another
tab.</p>
</li>
<li class="li">When you find the content you're looking for, you can take any of the following
actions:<ul class="ul" id="topic_tjg_lqr_5xb__ul_lj1_4z5_g2c">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5780128753946" target="_blank">Link to, quote, and pin content</a> content to
the ticket. </li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826160922" target="_blank">Flag help center articles</a> that contain
inconsistencies or mistakes. When an agent flags an article, a ticket is
created.</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835161114" target="_blank">Create or request articles</a> for knowledge
gaps in the help center.</li>
</ul>
</li>
</ol>
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