Searching and linking articles using the Knowledge Capture app Follow

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55 comments

  • Avatar
    Andrew Schreiner (Edited )

    Hi Jennifer,

    When we used to use the app, it showed the full article contents when clicking on the button in the app. Has this been removed? If not it doesn't seem to be working anymore. This was very handy.

     

    Edit:

    I have been doing some more testing. It seems that it has something to do with something that is in our knowledgebase articles. If there are plain text articles this appears to work. In our case because of our template we have panel div tags in the articles which doesn't seem to be able to handle this. 

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    Jennifer Rowe

    Hi Andrew,

    Sorry for the delayed response. Oh, that's interesting. So it's because you are too fancy!?

    Can you share a code snippet for one of your panel div tags that I can share with the team in case they want to do some testing too?

    thanks!

  • Avatar
    Andrew Schreiner

    Here's the source to the template i've created

     

    <article class="kbarticleMain"><!--Group sections with bootstrap panels-->
    <div id="kbpaneltoggle" class="panel-group"><!--Description -->
    <div class="panel panel-default">
    <div id="#descriptionheading" class="panel-heading">
    <h4 class="panel-title"><a class="kbtoggle" href="#description" data-toggle="collapse"> Description</a></h4>
    </div>
    <div id="description" class="panel-collapse collapse in">
    <div class="panel-body">
    <p>Enter description here</p>
    </div>
    </div>
    </div>
    <!--Resolution/Steps-->
    <div class="panel panel-default">
    <div id="#stepsheading" class="panel-heading">
    <h4 class="panel-title"><a class="kbtoggle" href="#steps" data-toggle="collapse"> Resolution </a></h4>
    </div>
    <div id="steps" class="panel-collapse collapse in">
    <div class="panel-body">
    <p>Enter resolution here.</p>
    </div>
    </div>
    </div>
    </div>
    </article>

  • Avatar
    Jennifer Rowe

    Great. Thanks, Andrew!

  • Avatar
    Jennifer Rowe

    Hi Andrew,

    One of our support agents here reported a similar issue(but caused by different tagsto the product team, so we added your issue and code to that ticket.

    In the meantime, the agent said that if you change the <article></article> elements in your template to div's, the article will display successfully in the app. Just wanted to pass that on.

    I'll let you know when/if I get an update from the team.

    Thanks!

     

  • Avatar
    Andrew Schreiner

    Hi Jennifer, 

    Thanks for the info. I'm running the articles through the API now to update them and it appears that changing it to a div tag is working. 

    Thanks!

  • Avatar
    Jennifer Rowe

    That's good news! Thanks for the update, Andrew.

  • Avatar
    Jennifer Rowe (Edited )

    Hi Andrew Schreiner,

    The team deployed a fix for that issue where the article preview wasn't working because of some HTML tags. Let us know if it worked for you!

  • Avatar
    Joshua Bentley

    I like the app, but I've been hoping it would give an option to paste the text of the article into the ticket if an agent wanted to. Just linking to an article seems like it'd be simple enough to include in a macro.

    Our use case: we're trying to train our customers to use the Help Center more and more. So when someone emails us and the answer exists in the Help Center, it would be great to say: "Here's what I found on our Help Center: '<pasted text> + <link to article>'"

    Does that make sense?

  • Avatar
    Andrew Schreiner

    Hi Jennifer, 

    The app appears to be broken this morning. It shows our template as being available in the app in the Zendesk interface but when we go to the article placeholder it creates, it displays a blank field and doesn't seem to use the template as specified. If you reload the page, then the template gets injected properly.

  • Avatar
    Kirsten Flores

    In the images in your procedure, it looks like internal articles show a lock icon next to them. I'm testing the KC app in our sandbox, but I don't see any indication for an internal article. How is an article considered "internal" for KC? The articles I'm testing are in a section that is visible to "Agents and Managers", but I'm able to link them in tickets as if they aren't internal. 

  • Avatar
    Jennifer Rowe

    Hey Andrew,

    Sorry, i missed this earlier. Is the app working for you now? I hope it was sorted out by now...

     

    Hey Kirsten,

    Let me take a look. The lock icon used to appear for articles in agent only sections, but maybe it was removed. I'll check on it!

  • Avatar
    Chris Miles (Edited )

    Hello,

    All of our articles are "internal", either for Agents or End-Users, all of whom must log in.  We do not have external/public clients using ZenDesk, so wondered if that was why we did not see the embedded article title/link.  

    EDIT: At first the hyperlink didn't appear in my test ticket, but it's working as expected at this time.

    Thanks,

    Chris

     

  • Avatar
    Tony Ho

    Hello,

    The program so far has been great for our team who has been trialing this.

    We did have one question however; is it possible to remove or prevent the App from defaulting to have the Ticket Subject line as the auto-populated search term in the app?

    Our agents are finding this additional step of needing to clear out and then type in their search result a bit more cumbersome.

    Thanks!

  • Avatar
    Niclas Kårlin

    Hi! What does linking do really? What can you use it for? 
    What is the difference to "Answer Suggestion"?
    The KC app misses the ability of copying the info from the ticket, as the "Ticket to Help Center" has. 

  • Avatar
    Niclas Kårlin

    Another question, related to @Tony Ho's. 
    When returning to a ticket at a later stage, the "search" is for the topic, and the "linked article" is not in the list anymore.

    Example ticket:

    https://kollmorgen.zendesk.com/agent/tickets/15554/ 

  • Avatar
    Marcus Stein

    The auto-linking feature in the v2 of the knowledge capture app is great, but  having the KC app pick up links from chat transcripts on a consistent basis would be a huge improvement.

    Chat is currently our # 1 channel - and agents are currently having to duplicate effort on every chat as they need to put article links into the chat (to send to customers) and also into the ticket (so the link event is tracked). It'd save a lot of time and repeated effort to be able to only have to put the link in once. 

  • Avatar
    Zac

    Following on to Marcus' post - if Chat is set to automatically create Support tickets, and append transcript as an internal comment, would Knowledge Capture pick up the article link in that appended comment?

  • Avatar
    Marcus Stein (Edited )

    ^ @Zac - That was my hope, too. But it doesn't currently happen consistently.  I've followed up with Zendesk and they've let me know that it's not the intended functionality. 

    But it'd be an amazing improvement, right? (Probably the single biggest thing that could make that app better for our team's workflow efficiency.)

  • Avatar
    Cale Shapera

    +1

    Auto-linking of chat transcripts would be a huge efficiency gain for our team.

  • Avatar
    Taylor Painter

    Is there a way to turn of the subject from autopopulating in the knowledge capture search bar automatically? This often doesn't produce relevant results.

  • Avatar
    Mindaugas Verkys

    @Taylor very good point!

    Option to select one of ticket fields would be even better. For example "Symptom field". So subject can remain "Chat with ..." Call from ....".

  • Avatar
    Maggie Ungerboeck

    Hi All,

    Wondering if anyone has the need to use the Flagging part of the Capture App in reverse. I will get notified that an article needs to get updated by an internal person who was using the KB for something other than a ticket. I'd love to be able to go in and create a Flagged ticket directly from the article.

    I have a workaround right now - I just go to add a ticket, fill in no info, use the KB Capture App to pull up the article and create the Flagged ticket that way. But wanted to see if having it work directly from the KB would be beneficial to anyone else or something isolated to our own business processes.

    Thanks,
    Maggie

  • Avatar
    Kirsten Flores

    One the features I like about this app is that it doesn't allow you to link an internal article in a public reply. However, I've noticed in testing that if you link to an internal article in an internal note and then switch it to a public reply, the internal article remains in the public note and can be sent to a customer. 

    Is this expected behavior? Is there any way to prevent or at least alert when trying to send an internal article in a public reply?

  • Avatar
    Harrison Crerar

    Being able to unlink or remove a link event that has been submitted is essential to the success of our ability to report current trends. Is this a feature that Zendesk is looking into adding?

    Use case: Customer emails us explaining their issue, agent then submits the relevant article link. Customer then emails back providing additional information, revealing that a different article needs to be linked. Agent then links the applicable article to the ticket. This ticket now has an irrelevant link and a relevant link that will both show up in a report.

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