Completely New - how to insert knowledge into responses...?

4 Kommentare

  • Tobias Heilmann-Schuricht

    Update: I discovered the Macros function, which partially answers my question.

    But the question remains: Can I insert Guide Articles in my tickets vs. just Guide links?

    Thank you

  • Graeme Carmichael
    Community Moderator

    Using macros, you can only insert links to guide articles.

    Using the Knowledge Capture app, you can also insert the article link, but you can also insert the article text using copy and paste.

    Open Knowledge Capture and highlight the text you want to use.

    Copy the text and then paste into your ticket.

    This does not link the ticket and article for reporting. So you still need to do that. Use an additional private comment if you do not want the customer to see the link.

  • Nicole Saunders
    Zendesk Community Team

    Thanks for jumping in, Graeme! 

    Tobias, I'd like to welcome you to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    We look forward to seeing you around the Community. Happy Zendesking!

  • Tobias Heilmann-Schuricht

    Thank you all for your answers... all makes sense for far.

    It would be great to see something more built in/interactive for inserting text from Guide vs. copy paste, which works well.

    I think Guide is an awesome tool with great (yet to be tapped) possibilities...



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