Using help center content in your tickets without leaving Agent Workspace

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<p id="docs-ai-summary-content">The knowledge section in the context panel lets you access help center content directly from your tickets. It provides automatic suggestions based on ticket topics and customer replies, including quick answers and external content if available. You can search, link, quote, and flag content, or create articles to fill knowledge gaps, all without leaving your workspace.</p>
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<p class="p">The knowledge section in the context panel lets agents access the knowledge base, community
forums, and external content (if configured) and take actions related to content while working
on tickets without leaving Agent Workspace.</p>
<p class="p" dir="ltr">This article contains the following sections:</p>
<ul class="ul" id="topic_rrp_tj4_kpb__ul_sph_n14_cxb">
<li class="li" dir="ltr"><a class="xref" href="#topic_rrp_tj4_kpb__ul_sph_n14_cxb">About the knowledge
section in the context panel</a></li>
<li class="li"><a class="xref" href="#topic_flc_cw5_g2c">Opening the knowledge section to access
content</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_flc_cw5_g2c">
<h2 class="title topictitle2" id="ariaid-title2">About the knowledge section in the context panel</h2>
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<p class="p">The knowledge section in the context panel gives agents access to the help center,
including knowledge base and community content, while they are working tickets. On
Enterprise plans, if federated search is configured, the knowledge section also displays
relevant external content. Agents must have a knowledge agent or admin role to access
knowledge in the context panel.</p>
<p class="p">When an agent opens the knowledge section, suggestions matching the topic of the ticket and
the last reply of the ticket requester appear, if there are any. When there is a new reply
in the ticket conversation, the automatic suggestions are refreshed to include that reply.
Automatic suggestions are not updated based on replies from the current agent working on the
ticket.</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">An icon beside each item indicates whether it is an article, a post, or restricted internal
content. On Enterprise plans, if federated search is configured, you will also see relevant
external content.</p>
<p class="p"><img class="image image-screenshot" id="topic_flc_cw5_g2c__image_hg1_lzn_cxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/GenSearch-SearchResult.png" width="300"></p>
<p class="p">For messaging conversations, if the messaging transcript has not yet been added to the ticket,
the customer's latest reply will not yet be available. As a result, the automatic
suggestions may not show relevant information until the messaging transcript is added.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_bnn_jv5_g2c">
<h2 class="title topictitle2" id="ariaid-title3">Opening the knowledge section to access content</h2>
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<p class="p">You can open the knowledge section in the context panel to find content relevant to your
ticket and to take actions related to the content while working on tickets.</p>
<p class="p"><strong class="ph b">To open the knowledge section</strong></p>
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<ol class="ol" id="topic_bnn_jv5_g2c__ol_cnn_jv5_g2c">
<li class="li">In a ticket, click the <strong class="ph b">Knowledge</strong> icon (<img class="image" id="topic_bnn_jv5_g2c__image_dnn_jv5_g2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_knowledge.png">) in the sidebar to open the knowledge section.<p class="p">The
knowledge section opens with automatic suggestions, if there are matches. If a quick
answer is available, it appears in the <strong class="ph b">Quick answer </strong>section above the search
results. If there is no suggested content, you can click <strong class="ph b">Search for content</strong>.
</p>
</li>
<li class="li">Select any item in the list to preview it in the panel.<p class="p">Click the <strong class="ph b">Open in Help
Center</strong> icon (<img class="image" height="24" id="topic_bnn_jv5_g2c__image_thh_mx5_g2c" 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">You can then take any of the following actions:<ul class="ul" id="topic_bnn_jv5_g2c__ul_jnn_jv5_g2c">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826700570" target="_blank">Search for content</a> to find content relevant
to the ticket you’re working on. </li>
<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 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>
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</li>
</ol>
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