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

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12 comments

  • Avatar
    Niclas Kårlin

    From what I have seen, this part of the KC app misses the ability of copying the info from the ticket, as the "Ticket to Help Center" has. Or am I missing something?

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    Sandra Quental

    I'm with Niclas here. This "Create knowledge" button just opens a copy of a saved template, but it does not transfer the content of the ticket there. Is it up to the user to copy and paste the info? I was expecting something more automatic.

  • Avatar
    Jennifer Rowe

    Hi Niclas and Sandra,

    You are right--the Create knowledge button enables you select a template created by your team. Then you have to manually add the content into the ticket.

    Sorry it's not more automatic at this point, like the Ticket to Help Center app is.

  • Avatar
    DJ Yoder

    @Jennifer - it's a great start.  What I'm finding crazy is, if we create a new article from the app, we then have to refresh the app and search by title to link the ticket to the article we just created.  I'm creating the article, I know that it's going to be linked to my ticket.  If it's determined later to be a duplicate we can unlink/delete the article, but that's the exception not the rule.  Any plans to enhance that? It's very disjointed.     

  • Avatar
    Gabriel Cyr

    I've found that you agents are able to create articles from the KC app even if the section and articles are marked as draft. But light agents on the other hand are not able to create article even if the section and the articles (template) are published. 

    Is there a restriction to light agent to being able to create articles from the KC app ?

  • Avatar
    Jennifer Rowe

    Hi Gabriel,

    Light agents are not able to create or edit articles in the Help Center whether they are using the app or not. See the Guide section in the table of Light Agent permissions here:

    https://support.zendesk.com/hc/en-us/articles/203662036

  • Avatar
    DJ Yoder

    Does anyone have any advice?  We're in a season of creating a lot of content. 

    1. When I create a new article from the KC App, I save and close the newly opened tab/window.  When I'm back in my ticket, is the only way to find what I just created to search for it by name in the app?

    2. If I instead rely on my approvers to link articles back to the originating tickets, how do they know the ticket ID it came from?  Are agents supposed to manually type the ticket ID in the article they create?  

    Anyway I look at it there seems to be a cumbersome step of linking the article I just created to the ticket it initially relates to.  Anyone have any good solution for this?  We've tried 3 different approaches and my agent find it very frustrating. 

  • Avatar
    Stuart Buddrige

    @Jennifer Rowe

    Are there any plans for the Create knowledge button to automatically add the content of a ticket into the knowledge capture draft template? This seems like it should be a fairly standard thing for this app to do.

    Thanks!

  • Avatar
    Jennifer Rowe

    Hi Stuart,

    The team has talked about that (automatically adding the content of a ticket in new articles though the KC app) as being a possible improvement, but there are no current plans to add it.

     

  • Avatar
    Mary Paez

    I also think this would help us in the future.  But, not an immediate need.

  • Avatar
    Satia Stevens at Button

    Hi Jennifer,

    Is there a feature request to push the last comment of a ticket into the KC app? the app isn't meeting the expectations of our team -- we thought it would at least copy the last comment or the entire ticekt contents into the article. As it is, the team is finding it very manual to write up a case into an article draft. 

     

    Our ideal workflow: 

    1. Click KC app and select template

    2. Template-copy populates with either the last internal comment or all content of ticket

    3. Agent quickly creates an outline of the article and saves it as Draft

    4. Agents navigate to a KB "queue" and find their article or someone else's article. Agent finishes article. 

    5. Agent routes article for review and approval. 

    6. Agent publishes article. 

    In it's current state, we're not finding the app to be that different than simply creating a new KB article directly on the portal. Doesn't really save any time or add much efficiency. I'd definitely like to upvote a feature request or create one. 

     

    Thanks,

    Satia

  • Avatar
    Jennifer Rowe

    Hi Satia,

    Thanks for your feedback. Can you post it in our Product Feedback topic? That way other users can vote on it and comment. Also, Product managers will see it, as they monitor feedback in that section. They might miss it here in the documentation.

    When you add it, share the link here, if you want, so users can go vote for it.

    Thanks!

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