Agents can use the Knowledge Capture app in the Support agent interface to add feedback to flag existing articles. If a ticket reveals missing or incorrect information in an article, an agent can add a comment near the relevant text describing the needed change to flag the article for an update.
When an agent submits feedback for an article, a ticket is created. The ticket includes:
- A link to the article that needs the update
- A link to the ticket that is the source of the update
- The user name of the agent who flagged the ticket
- The inline comments added by the agent
For information about planning your workflow, see Setting up your workflow for flagged articles. If you do not want agents to flag articles using the Knowledge Capture app, you can disable that option.
To flag an article
- In a new or existing ticket, open the Knowledge Capture app.Note: You must open the ticket directly. You cannot use the Knowledge Capture app when you select a ticket in a view and click the Edit ticket(s) button.
- Click an article title in the search results in the app to open the article in a preview
window.
You might need to search first if you don't see the article you want to flag.
- Hover over the text that needs an update, then click the comment icon that appears
beside the text.
A comment field appears.
- Enter your feedback in the comment field.
If you need to remove your comment, click the X beside the comment field.
- Add comments to other sections, as needed.
- Click Send feedback.
You will not see the feedback button until you have entered at least one comment.
When you submit feedback, a new ticket is created. The link to the ticket appears at the top of the feedback window.
The resulting flagged ticket has the tag knowledge_capture_flagged_article.
You can use the tag to create views, macros, and business rules.
The resulting flagged ticket contains a link to the original ticket where it was flagged, if the article was flagged from an existing ticket. If the article was flagged from a new ticket, that had not been submitted yet, the resulting flagged ticket will not have a link to the original ticket because the new ticket did not have a ticket number at the time.
14 Comments
Who can see the flagged comments? Everyone who's logged in? Agents? Admins?
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) ?
Also it seems like you're commenting on the whole article... Is it attaching text to specific article selections?
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?
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!
Thanks!
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.
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?
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
Hey there, I am having trouble finding the way to 'unflag' an article once a change has been made. Please advise.
HI, this is backward thinking and creating tickets just messes up KPI reporting etc.
The way it should work is if an agent or knowledge team member needs to create a KB based on an issue there should be an option to tick Flag for Knowledge within support, this would the allow the KC app to display the template options and pull in the title of the incident or task automatically, the KB can then be saved as flagged.
The other improvement would be to allow triggers in Support that have options for Guide to allow any new KB for review that go into a specific section send an email to the knowledge team for review and approval.
Using KCS all KB have a life-cycle process for review, so team embers get a notification when the article is due to be reviewed.
Currently Guide does not follow KCS.
I have a problem with this creating tickets as it messes up my Explore reporting for KPIs and what not. Is there a way to exclude these tickets from standard reporting?
Hi, Stacia. You could try building custom metrics in Explore utilizing the tag knowledge_capture_flagged_article. The following article should give you the basics on how to report on tickets without that tag:
Reporting with Tags
Please let us know if you have further questions.
Thanks!
Heya Jennifer Rowe,
Apologies if the question is in the wrong section, but say you update the name of the article, then reporting in explore still brings up the old name, and not the updated name.
For Example, here the article is update to How to process payments from the older name of Pay by App:
So naturally, we need to see how many are solving their own instances using this article.
Say I want to check how many KC events are recorded by assignee, or to check if they are linking article. to their tickets, I still see the original articles title, and it hasn't been updated.
Knowledge capture for example already picks up on the new name.
The query is in particular to explore, and whether there is a plan to update reporting to take on the new article name when reporting by articles linked.
Thanks
Bart
Hey Bart,
After looking into this, I think this might be a bug on our end. I've opened up a ticket on your behalf so our devs can troubleshoot this further for you. Expect an email shortly followed by a response from one of our advocates.
Best regards.
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