Flagging articles with the Knowledge Capture app (Guide Professional and Enterprise)

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  • Suzie Baunsgard

    Who can see the flagged comments? Everyone who's logged in? Agents? Admins?

  • David Charlot

    Hi Jennifer

    We have installed the KC App, i was curious to know if there is a way for agents to flag articles directly when browsing in Help Center  / Knowledge base (meaning not from Support) ?


  • Suzie Baunsgard

    Also it seems like you're commenting on the whole article... Is it attaching text to specific article selections?

  • Jennifer Rowe

    Hi Suzie,

    Anyone who has access to the flagged ticket (the ticket created after an agent flags an article) can see the comments--a copy of the article and the comments appear in the ticket. That's the only place the article comments are visible.

    When an agent flags an article, they choose where to place the comment. So it can be for a specific section (as opposed to the entire article). And agents can add multiple comments.

    Does that help?


  • Jennifer Rowe

    Hi David,

    No, agents cannot flag articles directly from the KB. They can only do it using the KC app in the agent interface.

    Let us know if you have any other questions!


  • Harrison Crerar

    Currently, a [Flagged] ticket will automatically select the Brand the Article was associated with. Is there a way for this [Flagged] ticket to also recognize the Section the Article came from?

    The problem we're looking to solve is that within a Brand, we have multiple Sections. Each Section has it's own specialist that we want to review those Flagged tickets. To make life easier for these specialists, we're looking for ways to sort Flagged tickets in a more granular fashion than just by Brand.

  • Magnus Palm

    I really like the potential of this feature. Are you developing this further? I would like if you could select the actual text you would like to add comments to (like in Google Docs). Right now it handles point lists a bit weird. Sometimes it selects a single point, sometimes it selects the entire list.

    Any plans on making this feature work in Zendesk Guide as well?

  • Lila Kingsley

    I agree with Magnus' comment above.  This is is a great start, but, from what I can tell, ZD is only allowing feedback in sections of the article, essentially limiting it to paragraphs or entire lists (i.e. when a user selects a bullet in a list, the entire list is targeted for the feedback rather than the item selected. This is problematic if the agent doesn't give super specific detail on the text they are asking to be change, as it requires the Knowledge Manager to figure out where it is in the block ZD selected.   

    I looked to see if there is a product suggestion and there doesn't appear to be one, so I have entered one here:  https://support.zendesk.com/hc/en-us/community/posts/360028757033-Knowledge-Capture-App-Feedback-Comment-Functionality-Needs-Improvement 

  • Harvey

    Hey there, I am having trouble finding the way to 'unflag' an article once a change has been made. Please advise. 


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