We are announcing an early access program for the Knowledge Capture app for Zendesk Support and Help Center. The Knowledge Capture app leverages your support team’s collective knowledge and enables agents to link to articles in tickets, flag content for improvements and create new Help Center content directly from their Zendesk Support agent interface.
What is the Knowledge Capture app
The app enables your agents to improve knowledge as they go, by capturing collective knowledge and building on it over time to respond to support requests more effectively. Using the app, agents can:
- 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
How to participate
You must have Help Center and be on a Support Team Plan or above to use the Knowledge Capture app. You can sign up for the early access program here.
We’ll let you know when you’ve been added to the early access program. Then you can install the app from the Zendesk Apps Marketplace, in the Zendesk Apps Beta category. Learn more about participation here.
The Knowledge Capture app can replace other apps you may have installed, including the Answer Suggestion app and the Ticket to Help Center app. Learn more
Whats the difference between Answer Suggestion and Knowledge Capture?
Answer Suggestion is a Zendesk Support app that based on the ticket subject looks through knowledge base content to surface relevant articles in app. The main difference between the 2 apps is that Knowledge capture also includes the ability to flag--give feedback on and create content. Knowledge Capture also comes with usage insights and reporting.