The Knowledge Capture app enables agents to:
- Search the help center without leaving the ticket
- Insert links to relevant help center articles in ticket comments
- Add inline feedback to existing articles that need updates
- Create new articles while answering tickets, using a pre-defined template
The Knowledge Capture app is available in the Zendesk Marketplace if it does not appear in Support (see Opening the Knowledge Capture app) or if you need to install it again for some reason. You must be a Support admin to install apps in Support.
To install the Knowledge Capture app
- In Zendesk Support, select Admin > Apps > Marketplace, then find the
Knowledge Capture app and click the icon.
Alternatively, go directly to https://www.zendesk.com/apps/support/knowledge-capture.
- Click Install.
- On the Installation page, enter a new Title, if you'd like.
- Select or deselect any of the app settings, as needed:
- Allow agents to create new articles enables agents to use the app to create new articles using a pre-defined template, see Creating articles.
- Allow agents to flag articles enables agents to use the app to identify existing articles that need updates and add inline comments, see Flagging articles.
-
Show in ticket editor shows the app in the ticket editor. You can choose to
display the app in both the editor and the apps panel.
For tickets from social channels or markdown tickets where the rich text editor is not available, the app will be available in the sidebar app location.
- Show in the Apps panel shows the app in the apps panel in the ticket sidebar.
- Auto-select brand for search enables the app to search the help center of the brand set on the ticket. When deselected, the app searches the help center based on the agent's last selected brand in the Knowledge Capture app.
- Click Enable role restrictions if you'd like to limit app access to specific
roles, then select a
role.
You can select multiple roles.
- Click Enable group restrictions if you'd like to limit app access to specific
groups, then select a group.
You can select multiple groups.
- Click Install.
The Knowledge Capture app is added. To start using the app, see Opening the Knowledge Capture app.
For information about using the Knowledge Capture app, see:
35 Comments
Hi,
How is the option to have 'End users can solve tickets after viewing linked articles' supposed to work?
Hi Zari,
Thanks for your questions.
That functionality is called "Rapid Resolve".
By default, when an agent uses the Knowledge Capture app to link to an article, 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.
Hi Jennifer
I hope you are well. We face an issue with the product.
For some reason, Knowledge Capture, shows links as invisible on our ios mobile devices,
is it any known issue ? Any path to resolution ?
Hi Raphael, I see that you submitted a ticket to our support team to look into this issue. I think it will be best to resolve this there so we can take a look at your account-specific settings and customizations. Keep an eye out for a response from that team!
Thanks, Madison
I have indeed. It's been assign to the "Customer Care French" Group for 10 days without acknowledgment of the case being assigned to anyone.
I am not surprised nor disappointed because it is in the "French" Group and my guess it would not be picked up for a long long time. I've been working for quite a while in PM team at a major company doing everything from A to Z and we would push such case to our backlog to prioritize case we'd know for sure would be in English.
Would it be possible to cheat a tiny bit and alter the group it is currently assigned to "Customer Care US" or "Customer Care UK"
Happy holidays
Raph
Raph
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