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.
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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
- In a new or existing ticket, open the Knowledge Capture app.
- Enter a topic or keyword in the Knowledge Capture app search box.
On Lite, the search results are pre-populated based on a search of the ticket subject. On Professional and Enterprise, the search results are pre-populated with Answer Bot-powered article suggestions, based on the requester's most recent comment.
- 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. m
- 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.
- 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. However, links included in public or private Chat transcripts are not recorded by the Knowledge Capture app.
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
- In a new or existing ticket, open the Knowledge Capture app.
Note: You must open the ticket directly. You cannot use the Knowledge Capture app when you select a ticket in a view and click the Edit ticket(s) button.
- Review the pre-populated results or enter your own search and review the results.
On Lite, the search results are pre-populated based on a search of the ticket subject. On Professional and Enterprise, the search results are pre-populated with Answer Bot-powered article suggestions, based on the requester's most recent comment.
- 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.
- 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. This adds a link to the article at the bottom of the comment text.
- Click Link article in the article card.
- 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.
- Add any other text you'd like to the comment, then submit the ticket as you normally would.
On Professional and Enterprise, the ticket requester has the option to self-solve the ticket if the linked article solves their issue, unless that setting has been disabled.
A comment is added to the ticket if the requester solves the ticket. It will either be a comment from Answer Bot or Rapid Resolve, depending on whether the linked article was an Answer Bot suggestion or an article you manually found and inserted.
About the user experience with Answer Bot and Rapid Resolve in the Knowledge Capture app (Guide Professional and Enterprise)
On Guide Professional and Enterprise, when agents use the Knowledge Capture app to search and link to articles, Answer Bot automatically suggests articles, based on a number of criteria including the ticket subject and requester's most recent comment. This functionality is built-in, and does not require an Answer Bot subscription. Answer Bot suggested articles in the Knowledge Capture app are indicated by the Answer Bot logo and name on the article.
By default, when an agent uses the Knowledge Capture app to link to an article, either an article suggested by Answer Bot or an article the agent manually finds and links to, the ticket requester has the option to solve the ticket after viewing the linked article.
When the user opens the linked article, they can click "Yes, close my request" if the article resolves their issue, and the ticket is solved. The user can click "No" if the article does not resolve their issue, and the ticket status is unchanged.
- If the article was suggested by Answer Bot, the ticket comment is from Answer Bot.
- If the article was manually found and linked to by the agent, the ticket comment is from Rapid Resolve.
85 Comments
Are there future plans to have the search feature look through all brands and not just the brand associated with the ticket? Sometimes a solution in an article on another brand might apply to the one associated to the ticket, but it is not in the ticket brand yet.
+1 to the comment from Barry Schwartz
We have 3 brands and and our Help Center is localized in 4 languages. Looks like the app only is able to search in the default language of our zendesk which is Spanish. If a ticket is created in German, French or Italian the app doesn't browse the respective help center and give no results. In Spanish works fine.
Agreed need to search multiple brands also allow to link internal agent facing articles to the ticket. Plus on reporting regarding Top 10 linked articles would be much easier to display the Title of the article and not just the Article ID as just displaying a string of numbers is not useful s you have no idea what the actually article is
Can we add to the article that any created ticket using the flag feature will use Channel=API? I don't know if you plan to add a separate channel for the Capture activities when this goes out of beta, but this might be helpful to know when you setup business rules to route these flagged tickets, and it might not be obvious.
Maybe we could even add a hint how route flagged tickets? Something like this could be a starting point:
It doesn't seem like it pulls up articles that are related in as an efficient manner as Answer Suggestion. I've typed in the same words and gotten different results between the two apps. Can we have it search in the same way as Answer Suggestion? Those articles are more related to the search terms I'm finding.
It would be helpful to have the pre-filled subject search cleared when you click into that field. I keep typing over the subject text instead of getting a blank field to type in.
Great feature request Jennifer, please add it to our Knowledge Capture Beta Community so others an upvote and add to it. Thanks!
@Heidi, Thank you for your feedback. I will also encourage you to post it in the beta community. Please add any specific search relevancy feedback to this post.
Hi,
Our agents failing insert links on articles that are restricted, because they can't see that from sidebar. After our clients replying that they are not able to see the content...
Any solutions?
Hi,
Are you able to explain how the search algorithm works in the KC app? I get a different order of results in KC App compared to the Help Centre when searching the same term.
Norm
Hello,
We are about to undertake a tagging project on our KB articles, does this search facility only work on Article name or on tags aswell?
What about branding? We have a problem that even if ticket has different brand KC is still showing articles from default brand help center. Could we have any adjustments here?
How do you unlink an article from a ticket?
@Andrew, Click the link text in the ticket comment, then click the Delete (trash can) icon.
This removes the hyperlink in the comment and it removes the link between the ticket and the article. And it's not counted in reporting as long as the link is removed before the ticket is submitted.
@Mindaugus, here's an update on multi-brand and multi-language from the product manager.
@Jason, the KC App search is now using the same search technology. So, yes labels are includes in search. You can learn more about Help Center end-user search here.
@Norm, sorry for the huge delay in responding to your question.
The KC app search results used to appear in alphabetical order, which made the results seemingly not relevant. With the latest release of the KC app, search results now appear according to relevance and not alphabetical order.
Since this morning, It looks like there was an update to the knowledge capture app and some of my users are getting forbidden errors in the js console when trying to use the app. It shows the bubbles for loading but never loads. For me it appears to be working fine though I am an admin. Was there a new role permission or anything introduced in the latest update?
Hi Andrew,
Sorry you are having trouble. It looks like your issue is similar to this one posted in the KC App beta forum.
Yes? If so, can you add a comment to that post with your issue? You can just copy/paste what you have here. That way we'll have all the issues in the forum for the team to take a look.
There was an update to the app today for multi-language and multi-brand, but I don't know what is causing your problem.
Thanks!
Hi again Andrew,
Actually, it looks like the team is ahead of us. They just deployed a fix for this.
Give it another try and let us know if you're still having problems.
thanks!
Hi Jennifer,
I just got confirmation that it works now. Thanks!
Oh! That's great news! I think you edited your comment on me--I was a little confused. But glad it's working. Thanks for confirming!
MY KNowledge capture was working up to yesterday. It no longer allows us to link the article to the ticket. It says access denied.
Hi Fabiana,
Thanks for letting us know. The team is investigating this issue now and hope to have a fix soon.
Hi Jennifer,
My team found a bug in the app where it appears that if you have a # in the subject, when it searches it doesn't load. If you remove the # from the subject and reload the app bar it then loads. Where do I submit this bug?
Thanks!
Hi Andrew,
I've asked the team about it. I'll let you know what they say.
It's late for them so we might not hear back until tomorrow.
Thanks for reporting this!
Hi Andrew,
Yep, you're right. It's a bug. The team has filed it and will work on a fix.
Thanks again for letting us know.
Oh, and to answer your original question, the best place to report bugs is in a post in the KC app community forum.
Thanks for your help with this beta!
Hi Andrew,
Good news--the team made a fix for this issue.
Give it a try and let us know if you have any other issues!
We are looking to add this
Can I ask if the articles created by support tickets can be saved / vetted before it goes live on the Knowledge base
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