Agents can use the Knowledge Capture app in the Support agent interface to create new articles using pre-defined templates. If a template does not exist, agents will not be able to create articles using the Knowledge Capture app.
The agent can copy and paste content from the ticket, or write new content based on the ticket, to create the article. The Knowledge Capture app does not pre-populate the new article with content from the ticket.
For information about planning your workflow, see Setting up your workflow for created articles.
If you do not want agents to create articles using the Knowledge Capture app, you can disable that option.
To create 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 the
Create Knowledge
button
in the Knowledge Capture
app.
- If you have multiple brands, click the drop-down menu to select a help center.
- Select a template from the
list.
Agents can see and select only the templates where they have management permissions for editing.
If you have not created any templates, you need to set up a template first, see Creating templates for the Knowledge Capture app.
- Add a title and content to the article, according to the headings in the template.
- Change the article's section, if necessary, depending on your workflow for new knowledge.
- Make any other changes you
need in the
article's sidebar.
The author is automatically updated to be the agent creating the article.
- Click
Save
or choose another option from the
drop-down.
The article created is a duplicate of the template; it does not overwrite the template. The new article does not retain the
KCTemplatelabel.
24 Comments
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?
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.
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.
@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.
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 ?
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
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.
@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!
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.
I also think this would help us in the future. But, not an immediate need.
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
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!
I was totally under the impression as were the first two posters that this app would import the ticket content that you wish to make an article from, what is the value without that?
Hi William,
Unfortunately the Knowledge Capture app is not configured to worth that way in it's current state, however, our Product Managers are aware of the feedback :)
We will also get this article updated to reflect this limitation.
Thanks for taking the time to share this with us!
Looking for information on creating different language versions of a template. I have a template and created 4 different language versions of it in the same way you create different language versions of other articles. But, when I use the KCapp to create knowledge, I can only see the english version. Even if I select the template then manually toggle to a different language, they are all the same as the english version, even though in guide, all the languages have their own version. Any suggestions?
Same need as Jay Lee here.
Hi, there!
Feedback on Support has just been posted: Listing Knowledge Capture templates rather than default language only. I count on your votes!
Regards,
Renato
Hi There!
Same as William Grote
Any news on the automated copy to the Knowledge Capture app.
What's the point if the support team has to do it manually? They might as well just jump in to guide and create an article based on a template....
I understood the ideas was to pull the content of a ticket and automate the article creation.
+ 1 for the translation.
Thanks for your help
Chris
Hello Chris Boerger,
We have no new announcements at this time on this feature. I would recommend sharing your use case in our product feedback forums so our development team can consider implementing changes in a future update.
Best regards.
It's a totally pointless app without this functionality.
The standard ' sharing your use case in our product feedback forums,,,' response is getting boring now, nothing is EVER done about this (my original comment was 2 years ago and still no movement).
How about the product team actually do something about this issue this time around?
When are you going to make this feature be more automatic? The first comment is 3 years old. You've had 3 years to update this. Clearly, it is something that everyone wants and expects. Especially with the prices you all charge. Nickel and diming everywhere.
Devan - Community Manager done!
https://support.zendesk.com/hc/en-us/community/posts/360049264374-Knowledge-Capture
Hi,
I was just wondering what happens after step 8 once the Agent clicks Save? Where does the new article appear so the Help Centre Manager/Admin can approve and publish?
Hi Rich,
It is saved in Guide. You can view it from Guide by clicking the Guide Admin option next to the logged in user information. You should see it in the In Progress section on that screen.
Thanks,
Maggie
Please sign in to leave a comment.