Hey there 👋.
This may well be a feature request for Zendesk, but wanted to drop it in here, and see if there were any workarounds too.
We’re working hard to have our CX team use the community more. One of those efforts include linking to community posts in their ticket responses. But, some employees may not see the value in spending time going into the community and searching for the content themselves.
We're aiming to make it as easy as possible for agents to refer clients to the community, by reducing steps to find the articles or relevant content.
It would be so good if in the Knowledge section on the right of this screenshot, suggested community articles appeared. I think it’d be a real game changer!
Also, I’d love to hear from others on how they’re getting their CX teams to engage with the community more and utilise it in their work. Maybe, something like this is possible elsewhere? A workaround? Or, alternative solution.
Cheers!
