Searching and linking articles using the Knowledge Capture app

On Guide Professional and Enterprise, agents can use the Knowledge Capture app in the Support agent interface to search for Help Center articles and preview them, without leaving the ticket. They can also add a link to the article directly in the ticket.

This article covers the following topics:

• Searching and previewing articles
• Inserting links to articles in tickets

Related articles:

• Adding feedback to flag articles (Guide Professional and Enterprise)
• Creating articles based on tickets (Guide Professional and Enterprise)

Searching for and previewing articles

You can use the Knowledge Capture app to search the Help Center for articles relevant to the issues raised in the ticket. The Knowledge Capture app search uses the same search technology as the Help Center search.

The app searches content in the end-user's selected language, if it's available in your Help Center. Otherwise the app searches the default language of your Help Center. You can change the language in the app to search another language in your Help Center.

If you have multiple brands, the app searches the Help Center associated with the brand of the ticket. You can change the brand to search Help Center content for another brand.

To search for Help Center articles

1. In a new or existing ticket, open the Knowledge Capture app.
2. Enter a topic or keyword in the Knowledge Capture app search box.

   The search results will be pre-populated based on an automatic search of the ticket subject.

3. Press Return or click the Search icon.

   The search returns public and internal articles. The search does not return other content, such as drafts or community posts. Internal articles indicate that they are locked and not available to the requester.

4. To open a preview of the article in a preview window, click an article card.

   If you're using the app in the ticket editor location, you can hover over an article card to see a preview in the app. There is not a hover preview if you're using the app in the Apps panel sidebar location.

   

5. If you support multiple brands and languages, click the brand or language or brand drop-down to change the selection for your search.

   By default, if you support multiple languages, the app searches content in the end-user's selected language, if available; otherwise the app searches the default language of your Help Center. By default, if you support multiple brands, the app searches content the Help Center associated with the brand of the ticket you are viewing. You can change the language and the brand in the app.

   

Adding links to articles in tickets

When you find an article you think is useful in the app search, you can add a link to it in the ticket. You can add link to multiple articles in a comment.

Any link in a ticket comment is recorded by the Knowledge Capture app, regardless of whether it was added manually or using the app. If you want to add a link to an internal article that the requester does not have permission to view, you can add it in an internal comment and it will be recorded as Knowledge Capture.

If you are on Guide Professional or Enterprise, links to articles in tickets are recorded as events in the Knowledge Capture dashboard (see Analyzing your Knowledge Capture activity).

To add a link to an article

1. In a new or existing ticket, open the Knowledge Capture app, then review the pre-populated search results in the Knowledge Capture app or enter your own search and review the results.
   Note: To link to an article, you must open the ticket directly to make the change, you cannot use the Edit ticket(s) button in a tickets view, even when only one ticket is selected.

   

2. If you support multiple languages or brands, click the language or brand drop-down in the app to change the language or the brand for your search.
3. To insert a link to an article, do one of the following:
   • Click Link article in the article card.

     

   • Click Link article in the article preview modal.

     

   • (Editor app location only) Click Expand article in the article preview, then select Link article.

     

   When you link to an article, the hyperlink is inserted in the comment where your cursor is. The link is host mapped, if you have host mapping.

   If you have WYSIWYG enabled, the link text inserted is the article title, linked to the article in Help Center. If you have Markdown enabled, the markdown {{Article title}}: {{URL}} is inserted.

4. To remove the link or to modify link text in the comment, click the link in the comment, then click the Delete icon or the Edit icon.

   You can only do this before the comment is submitted. You cannot remove a linked article after the comment has been submitted.

   

5. Add any other text you'd like to the comment, then submit the ticket as you normally would.