On Guide Professional and Enterprise, 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.
Comments
6 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.
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