Assist Knowledge Management: How does it work?

Assist includes a robust series of knowledge base integrations so that agents can have all of the documents they need, at their fingertips. 

To see a full list of which knowledge base integrations Assist supports, click here.

Document tags

Document tags are an important part of how Assist organizes your knowledge base. Tags are indicators that help Assist better retrieve and parse articles when replying to agents. 

Tags can be applied to a document in two ways:

1. Automatically - when the document is synced, Assist will automatically pick up pre-set fields from the document, and apply them as tags. 
2. Manually - on the Assist admin view, you can go in and manually apply tags to articles as you see fit. We typically only recommend this as one-off workarounds.

• • ⚠️ If you have the need to bulk apply and manage tags, we recommend you to use your knowledge base's tags as the source of truth, and let Assist sync those changes into Assist's knowledge base.  

To see how tagging works for your specific knowledge base, click here to read more about how Assist integrates with your knowledge base.

Ticket field tagging

Similar to document tags, ticket field tags are also helpful to Assist when retrieving documents. You can configure what ticket fields you'd want Assist to use.

So far, we support the following ticket fields / properties:

• Brand
• Ticket tags
• Organization
• Internal / external (aka whether or not the article is visible to the end user, or just agents)

Have a field in mind that you don't see? Feel free to reach out to a member of the Assembled team, and we can get that in for you right away!

Here's a common use case for Ticket + Document tags:

• You have multiple Zendesk brands to support
• Your help center articles are split up by brands, with specific policies for each brand
• Assist can auto apply tags to your help center articles based on their brands
• When a new ticket comes in, Assist will read that ticket's brand, and only use documents tagged with that brand when answering questions. This will ensure that Assist doesn't use other brand articles when helping out the agent.

Note that if you do have ticket field tagging enabled, Assist will only reference articles that are explicitly tagged by the ticket fields you pass in. 

Ticket field context

Separately, you can also configure a set of ticket fields to pass to Assist as context, for drafting a reply. A use case here could be you have specific tags associated with your customers, and you want Assist to know which tags the requester is associated with when drafting a reply.

Assist supports the same ticket fields for context as you see for tagging.