Support Search
Workstation Search

# Empower agents to resolve queries effectively and effortlessly

Give your support agents a unified workstation that searches every connected content source simultaneously. Less tab-switching, less hunting, more resolving — from within the tools they already use.

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All support solutions

35%

average reduction in average handle time when agents use unified workstation search

2×

faster first contact resolution with proactive case-history suggestions

90%

of agents report higher confidence when knowledge is surfaced in-context

## Everything an agent needs, in one search

Agents already know how to search — Keyspider makes sure every search returns the right answer, from the right source, at the right moment in the case.

### Unified agent workstation

Consolidate knowledge bases, manuals, past cases, and community answers into a single search interface. Agents stop switching tabs and start resolving faster.

### User role management

Configure content access by agent role, team, or product line. Tier-1 agents see a different view to specialists — reducing noise without restricting what matters.

### Proactive suggestions from case history

Keyspider surfaces similar resolved cases alongside knowledge base results. Agents benefit from collective team knowledge, not just their own experience.

### Omnichannel search in one place

Whether the query comes via chat, email, or phone, the agent searches a single interface. Every channel feeds into the same intelligent search — consistent, fast, complete.

Agents search across all connected sources from a single interface

## How workstation search works

01

Connect all agent-facing content

Link your knowledge base, internal runbooks, case history, and product documentation. Keyspider crawls and indexes every source automatically.

02

Configure role-based views

Set up content permissions by team or tier. Agents only see what's relevant to their role — reducing cognitive load and speeding up resolution.

03

Embed in your helpdesk

Keyspider integrates directly into Zendesk, Salesforce Service Cloud, or Freshdesk. Agents search without leaving the case they're working on.

04

Track resolution patterns

Analytics show which queries agents search most and which return no results — giving team leads clear signals on training gaps and content needs.

## Works inside your helpdesk

No new tool for agents to learn. Keyspider embeds search directly inside the platform your team already lives in.

Zendesk

Native integration — deploy in minutes

Salesforce Service Cloud

Native integration — deploy in minutes

Freshdesk

Native integration — deploy in minutes

## Built for every agent role

### Tier-1 support agents

Quickly find scripted answers, troubleshooting steps, and common resolutions — all from within the active case.

### Specialist agents

Deep-dive into technical manuals, API docs, and release notes without leaving the helpdesk environment.

### Team leads

Use search analytics to identify knowledge gaps, coach on common misses, and optimise the resolution workflow.

## Ready to give your users better answers?

AI Search, AI Assistant, and Workplace Search. Deployed in days, not months. See it live on your own content.

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