We are enhancing the Zendesk Agent Workspace experience by introducing a new integration with the knowledge base and community forums.
How does it work?
The Agent Workspace is Zendesk's unified user interface which allows agents to answer customer requests across tickets, chats, and social channels. With the Knowledge app we are adding multiple sources of information right at the fingertips of the agent.
We made the content from Help Center and Community Forums available in the ticket view to provide you with a coherent experience that integrates our products. The content suggestions that you get in Agent Workspace are based on Answer Bot analytics and Help Center search. We simplified referencing the existing knowledge in the conversations by providing agents with the ability to link and quote articles. Read more Knowledge in the agent workspace.
When you are in the Agent Workspace you will see Knowledge suggestions on the right side of the page. We have built a new toolbar called the Context Panel. Using the buttons in the Context Panel, you can switch between customer information, apps, and knowledge.
Who can get it?
All customers who have Agent Worksplace enabled can sign up for the EAP.
Excited? See About the Zendesk Agent Workspace for more information.