Searching and linking articles using the Knowledge Capture app

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85 Comments

  • Patrick Bennett
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    I cannot seem to figure out why All of my articles are "locked" indicating they are Internal only. However, I tried testing with an article that has a permission of Everyone, and it still will not let me link to a public comment.

    I even assumed identity of the ticket requester and was able to navigate to the article prior to marking it everyone. I am stumped on what is causing this issue. Any ideas/suggestions?

    Thanks,

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  • Patrick Bennett
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    Just thought to go through the setup of the app from the marketplace and noticed that I had 4.0 installed. Installed new copy which installed 5.0 and now it is working.

     

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  • Nicole - Community Manager
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    Thanks for letting us know, Patrick. Glad you got things sorted. :)

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  • Rozlynn White
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    I'm wondering if there is the possibility or instruction on how to change the color, and/or location, of the box that pops up on articles saying "Does this article answer your question?"

    We like this feature but we feel like our customers are not seeing the box at the bottom of the article because it is the same color as the article.

    Thanks!

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  • Jeremy Robinson
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    Rozlynn White In your style.css file, you will want to locate the .article-votes and .article-vote styles. This will allow you to change the look and feel of the article vote section on articles. 

    If you want to change the location of where the voting displays, in your article_page.hbs code, and moving the code highlighted below:

    {{#with article}}
    <div class="article-votes">
    <span class="article-votes-question">{{t 'was_this_article_helpful'}}</span>
    <div class="article-votes-controls" role='radiogroup'>
    {{vote 'up' role='radio' class='button article-vote article-vote-up'}}
    {{vote 'down' role='radio' class='button article-vote article-vote-down'}}
    </div>
    <small class="article-votes-count">
    {{vote 'label' class='article-vote-label'}}
    </small>
    </div>
    {{/with}}

    I tested with moving it from below the article to above the article, and here's the difference in display(default at the bottom, and then moving the code towards the top of the page, underneath the </neader> tag in the article_page.hbs code:

     

     

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  • Rozlynn White
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    Thanks for the reply Jeremy Robinson

    Do you know if these steps to change the article vote, work for the "Does this article answer your question?" This is a different area than the Voting spot.

     

     

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  • Jeremy Robinson
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    Rozlynn White thanks for clarifying and providing the screenshot. That appears to be something custom coded, as I do not have that when using the default Copenhagen theme.

     

    I attempted to go to your support site to check it out further, but it appears that this may not load unless a user is signed in. If you could provide any additional code either from your artile_page.hbs page, or your footer, it will allow me to dig in a little more and try to pinpoint what that is so that it can be modified accordingly(depending on how it's integrated).

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  • Rozlynn White
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    Thanks again for the help. 

    This is something that recently turned itself on when we installed the Knowledge Capture app. That's why I'm posting this here on this article since it mentions the "Does this article answer your question?" in the content. We saw the "Rapid Resolve" in a ticket and investigated the feature more. Once we found where the customers were resolving their own tickets, the question came up about making it more noticeable.

    So, it's not something I've added in a customization :D I wish I was that savvy!

    I still need guidance with this, if anyone else is reading these. I'm trying to find a way to change the color of the "Does this article answer your question?" that is popping that now we have the Knowledge Capture app installed.

     

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  • Simon Blouner
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    Hey Rozlynn White

    As you've already stated and shown on your screenshot, the box is absolutely from the Knowledge Capture app, and shows to the end-user when they've clicked the link youøve sent them via. the KC App - it's so awesome and offers what most customer service team should aim for - ticket deflection :D

    Since it's via. an iFrame in you HC code, it's not surden that the below steps will function properly, but in my tests it did. 

    The following steps will allow you to change both the background colour of the box and the text-colour:

    1: Go to the editing of your theme, and find the file style.css

    2: Add the following code snippets at the bottom of that file to change:

    2.1: Background:

    .AutomaticAnswersDesktop{
    background:red; /* Add here either the name of a color or the hex code*/
    }

    2.2: Text color: 

    p.AutomaticAnswersDesktop-message.AutomaticAnswersDesktop-solve.u-paddingBM.u-marginBN.u-borderBottom {
    color: red;/* Add here either the name of a color or the hex code*/
    }
    .AutomaticAnswersDesktop-message span {
    color: red;/* Add here either the name of a color or the hex code*/
    }

     

    To see how to edit the code in your help center, take a look at this quick step-by-step guide

    To generate the hex code you want, you can use this easy tool

    (A hex code could look like #123abc)

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

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  • Rozlynn White
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    Thanks for your help Simon Blouner. That seems like the correct steps, but it did not work for me. When we inspected it, the site just wasn't adding in our new css info. I'm wondering if it's because we're on a legacy HC plan and not pro... 

    Bummer, but thanks everyone!

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  • Simon Blouner
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    Hey Rozlynn White

    I'm unfortunately not too sure about when there's availability to edit the code for the Guide template.

    On the pricing page of Zendesk Guide it does state that "Custom themes & integrations" is only available on the Guide Professional and above plans, so it could be that you guys are on a Lite license and or similar legacy plan.

    If I'm wrong I'm sure someone will return and correct this statement, and I will then edit my comment.

    Have you previously been changing things in your Guide theme?

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  • Rozlynn White
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    Thanks Simon Blouner!

    Yes, we can edit almost everything else in that theme. We'll see if anyone else chimes in.

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  • molliew
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    When inserting a link from knowledge capture, the end user sees the text of the hyperlink but the link itself is getting stripped out. How can we fix this? It appears as a hyperlink from the agent side.

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  • Sushant Awalekar
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    molliew

    Just tried inserting a link from the knowledge capture app and I don't see any issue of stripping out. I Checked in both gmail and outlook,Can you please confirm which email client you are using? 

    I would suggest you to check original email(If using gmail, then just click on three dots aka ellipsis >show original ) so you may see links over there.

     


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  • molliew
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    Sushant Awalekar I submitted a support ticket, it's not working for us in either Outlook or Gmail. Thanks

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  • Sushant Awalekar
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    @molliew have you checked original email for links??

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  • Renato Milan dos Santos
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    Hi, there!

    Would be possible changing KC icon on the Apps panel?

    Regards,

    Renato

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  • Erika Camille Sundian
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    Hello @...

    I was able to confirm with one of our KC App Experts that changing the KC icon is not an available feature. We really can't find any workaround at the moment. So If you'd like to receive more visibility by other users that might be looking for the same feature or may have other suggestions in mind, I highly encourage you to post it in the Community, specifically in the Feedback on Guide topic. :)

     

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  • Renato Milan dos Santos
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    Hello, Erika Camille Sundian!

    Thanks for your reply!

    Could you please confirm I should post in the Feedback on Guide topic, not in the Feedback on Support one?

    Looking forward of hearing from you again. Regards,

    Renato

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  • Brett - Community Manager
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    Hey Renato,

    This feedback can be posted in the Guide Product Feedback topic here

    Cheers!

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  • Renato Milan dos Santos
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    Hello, Brett - Community Manager!

    Thanks for your message!

    Feedback on Guide has just been posted: Changing the Knowledge Capture icon on the Apps panel.

    Regards,

    Renato

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  • James Masterton
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    Would it be possible to get an update in the ticket if the user clicks 'No' to indicate that the answer was not helpful?  Our users think that they are letting us know they need additional assistance by answering that question, but we don't get notified when that happens.  

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  • Bart
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    Jennifer Rowe, Rob Stack, Luiz Carlos Silva

    We've recently updated our help center with a new domain and using the Knowledge capture app even after reinstalling it doesn't add the link within tickets. This is quite critical to our business. If anyone can get back in touch to figure out why that would be great. Clearing cache and cookies did not work.

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  • Rob Stack
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    Hi Bart I've sent your request into a ticket so someone can work with your to determine what's wrong. Hope this helps!

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  • Dmitriy Volkov
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    Hi!
    I submitted a feature request for this app, it would be great if it was added at some point to save time. Here is a link to the request thread:

    https://support.zendesk.com/hc/en-us/community/posts/360048755714-Feature-request-Copy-article-from-knowledge-base-to-clipboard-in-Knowledge-capture-app

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