Topic by Danielle Martinez
Content
Hello,
I wasn't sure if I should post this here or in the Knowledge Management thread, so apologies if I'm in the wrong area. Question on the Knowledge Advanced agent desktop search. Our agents have been instructed to keep the Knowledge search box open at all times in their consoles to encourage them to use it more. A complaint we've received is that when an agent toggles between tickets or chats, the search query automatically changes/refreshes depending on the subject of the incident or chat. Is there a way to turn off this automatic query each time a new ticket/chat tab is clicked on?
Thank you in advance!
Best Regards,
Danielle