New Setup: Macros vs Guide Knowledge Base Articles

1 Kommentare

  • Brett Bowser
    Zendesk Community Team

    Hey Seb,

    Welcome to the Zendesk Community forum! If you've got the content already created in your Help Center, you may want to look into the Knowledge Capture App which will allow for your agents to quickly link articles within a ticket.

    In your case, macros would be great to have if users have already generated a ticket in your account and you have a canned response available. These macros can include a direct link to your articles if you'd like to direct your users to the content already available.

    Let me know if you have any questions regarding the app I've linked :) I'll also leave this post open in case others have some advice for you.



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