Plan requirement
| Subscription | Any plan |
| Access | Agent |
Search from inside the ticket, without losing your place. Small, and agents use it constantly.
Use it
- Install the app.
- Open a ticket; the panel sits beside it.
- Search for a past ticket, a user or an article.
- Open the result in a new tab.
Why it earns its space
Agents look things up in the middle of writing a reply. Leaving the ticket to search means losing the draft or opening another window, and both interrupt the thought.
Searching in place is a small saving that happens twenty times a day.
Where it helps most
"Has this customer asked before?" and "is there an article about this?" are the two questions agents ask while replying, and both are answered without leaving the ticket.
Not a replacement for knowledge in the panel
Where the context panel already suggests articles, that is better: it appears without anybody searching. This is for the cases nothing suggested.
Watch the panel count
Every app in the sidebar takes vertical space, and agents scroll past what they do not use. Order them so the ones used most sit at the top.
Show agents once
This is an app people forget is there. A single demonstration in a team meeting is usually enough for it to become habit.
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