Workflows for created and flagged articles using the Knowledge Capture app (Guide Professional and Enterprise)

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21 Comments

  • Mary Paez
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    Hi Jennifer,

     

    Can you point me to the ZD Community that discusses Team Publishing.  I noticed we now have those options available and I would like to post Qs/Concerns once we start testing it.

     

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  • Jennifer Rowe
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    Hi Mary!

    Yes, the Team Publishing community is here:

    https://support.zendesk.com/hc/en-us/community/topics/115000561748

     

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  • Pedro Luis Charney
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    Hi,

    In our help center, one of the most used features is the community.

    And often times, there is already a answer to a ticket in a post on our community.

    But when the agent insert the community post link, the Knowledge capture app don't recognize that as a link =/.

    Ex:. https://ajuda.skyhub.com.br/hc/pt-br/community/posts/360001304306-Integra%C3%A7%C3%A3o-dos-Pedidos-B2W-para-o-SkyHub

    Is there a way to make the KCA get the links from the community posts as well?

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  • Mary Paez
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    Good idea that we would support!

     

    I want to add that any 3rd party link should be allowed to be added thru the KC appl also.  This would allow the KC appl to include these links in the metrics for reporting purposes.

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  • Dan Cooper
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    I'm curious if anyone has come up with some workflows for routing flagged article tickets to multiple groups based on where the ticket is located.  I'm trying to map out how I could use this process on an instance that has a lot of separate teams that may have completely different knowledge partners in their respective organization.  Looking at the available details on the tickets created from the Knowledge Capture app, it appears that there isn't much to pull from unless the article or comments contain certain keywords that helps isolate an article to a specific team. 

    Has anyone built a workflow like this to support flagging from multiple teams?

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  • Madison Davis
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    I've been thinking about your question, Daniel, and one option is to create a trigger that looks at keywords in the ticket title:

    However, I recognize that in complex content ecosystems this wouldn't likely be sustainable.

    For any others facing the same issue, Daniel created this feature request with a great outline of his use case and ideal workflows. Feel free to chime in with your support!

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  • Lila Kingsley
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    Hi Zendesk, the note in this section of the article (https://support.zendesk.com/hc/en-us/articles/115011968988#ariaid-title2) states that you cannot disable the ability to create articles in the app, but you can!

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  • Nicole - Community Manager
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    Thanks for bringing that to our attention, Lila! The documentation team is updating the article as we speak.

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  • Jennifer Rowe
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    Yep, all set now! 

    That's a setting that was added some time after the KC app was released and we missed updating the note here.

    Thanks again for letting us know, Lila!

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  • Thomas D'Hoe
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    Hi,

    Is it possible to show an example of your placeholder template that you use at Zendesk? It would help to have an example.

    Thanks

    Here's another approach, that's a bit of a hybrid. What we do internally at Zendesk is ask tier 2 and 3 agents, who tend to be SMEs and handle more advanced, technical issues, to self-publish when they need to create a new article. Our tier 1 agents, on the other hand, deal with higher volume and a broader range of issues, so we ask them to suggest articles for creation.

    They do so by flagging a placeholder article instead of actually creating a new article. The placeholder article has sections to fill in, similar to a template, but the agents add comments with information for each section. Then they submit the flagged "suggested article" article and a ticket is created. The ticket is routed by a trigger to the publishers group, who review the suggestion and all the info, then create an article.

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  • Madison Davis
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    Hi, Thomas! Sure, I can definitely give an overview. Our "placeholder" article prompts Agents to input the following:

    1. Question or issue the customer described

    2. Answer or resolution steps

    3. Cause (if known)

    4. Solution description (include screenshots if needed)

    5. Other considerations

     

    These are aligned with KCS best practices, as outlined here. I hope that helps get you started, but if you have any other questions, let me know!

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  • Jacques van Rensburg
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    Is it possible to create a ticket for new articles, similar to when flagging?
    I believe this will make the workflow easier and centralized vs each team member needing to monitor/subscribe.

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  • Madison Davis
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    Hey Jacques, I think I understand where you're going, but just to clarify, is your hope to keep Agents alerted to and aware of newly created articles?

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  • Jacques van Rensburg
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    Hi Madison. Yes. Currently with a flagged article we can request more info via the linked tcket and when it's closed, the angent knows the changes are done.

    With new articles you either have to email the agent direct or manually create a ticket if you need to keep a trail.

    Thx, J

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  • Madison Davis
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    Thanks for clarifying, Jacques! Unfortunately, I don't have a great solution for you. We manually create tickets in this case at Zendesk, or encourage those who might need to have visibility to follow the Sections where articles are being published. There might be a way to do this via API, by setting up a call that generates a ticket whenever a new article is created. It would likely have to pull that information incrementally, though, and on a regularly recurring basis! Sorry to be the bearer of bad news on this one. Let me know if you have any additional questions. 

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  • Jacques van Rensburg
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    Thanks Madison. Have requested similar steps here as you mentioned, but there is always that one that slips through with manual steps.

    This something that could be added as an enhancement request?

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  • Madison Davis
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    I totally understand, Jacques! I took a look around our Product Feedback forum and couldn't find an existing request for something of this nature. I'd recommend that you create a new post in the Guide Product Feedback topic!

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  • Lila Kingsley
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    Jacques, please post a link to your feedback entry here so folks can upvote it (myself included!)

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  • Mary Paez
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    How can you reoute the ticket via a notification to the AUthor of the article in question?  Do you have an example rule?

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  • Madison Davis
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    Hey Mary! Great question, but unfortunately I don't know of any automated way to do this. There aren't any mechanisms built into triggers to detect who the author article is, or take action on it to send to that person. We manually triage these requests for updates at Zendesk. 

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