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

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14 Comments

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

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  • David Charlot
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    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) ?

     

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

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  • Jennifer Rowe
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    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?

     

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  • Jennifer Rowe
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    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!

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  • Harrison Crerar
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    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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  • Magnus Palm
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    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?

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  • Lila Kingsley
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    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 

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  • Harvey
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    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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  • Parrish Chamberlin
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    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. 

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  • Stacia Tucker
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    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? 

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  • Carlos Navarro
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    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!

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  • Bart
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    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

     

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  • Devan
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    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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