Agents can open the Knowledge Capture app in the Support agent interface to perform the following actions:
- Search the Help Center without leaving the ticket
- Insert links to relevant Help Center articles in ticket comments
- (Guide Professional and Enterprise) Add inline feedback to existing articles that need updates
- (Guide Professional and Enterprise) Create new articles while answering tickets, using a pre-defined template
Opening the Knowledge Capture app from the editor toolbar
Agents can open the Knowledge Capture app from the editor toolbar in tickets, if it appears there. The Knowledge Capture app appears in the editor toolbar in tickets by default.
To open the Knowledge Capture app from the editor toolbar
- Open a new or existing ticket.
You should not open the ticket by selecting it in a view, then clicking the Edit ticket(s) button. The Knowledge Capture app is not available in that case.
- Click the Knowledge Capture icon in the editor toolbar under the ticket comment.
The Knowledge Capture app opens. The Knowledge Capture app will not load if you have not activated your Help Center.
You can use the Knowledge Capture app to take the following actions:
Opening the Knowledge Capture app from the Apps panel in the sidebar
Agents can open the Knowledge Capture app from the App panel in the sidebar, if it appears there. An administrator must enable the app in the sidebar location. It does not appear there by default.
To open the Knowledge Capture app from the Apps panel
- Open a new or existing ticket.
You should not open the ticket by selecting it in a view, then clicking the Edit ticket(s) button. The Knowledge Capture app is not available in that case.
- Click the Apps button to open the Apps panel, if it's not already open.
- Locate the Knowledge Capture app.
The Knowledge Capture app will not load if you have not activated your Help Center.
You can use the Knowledge Capture app to take the following actions:
15 Comments
Hi,
I would like to use the KCA in tickets. However, I don't want my HC to be public to end users nor Google as it contains sensitive info. Our HC is for agents only. Must I activate my HC in order to use the KCA?
Hi, anyone that can help me answer my question above?
HI Niels -
Your Help Center does need to be activated in order to use the KC App. However, there are ways to restrict the visibility of it to specific user segments (and that can be limited to only internal agents) as well as blocking it from being crawled by Google.
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.
Could you please explain what it means to "open a ticket directly"?
The graphic at the top of this article would seem to indicate that Knowledge Capture is available on the Guide Lite plan, but I have that plan and can't seem to find it or access it anywhere. It doesn't show up in my editor for tickets.
Edit: For reference, here's what I see when I edit a ticket. Is this considered editing directly?
Hey Wishbeads,
The knowledge Capture app will be available on Guide Lite as long as your Support plan is team or higher. If you haven't done so yet, you'll want to install the app from our app marketplace here: Knowledge Capture
As your configuring the app, you can choose where it's located. I find it more convenient to have it located in the ticket editor personally. Once you've configured the app, you should see a magnifying glass icon in your which will allow you to start using the app.
Let me know if you continue to experience issues locating the integration.
Cheers!
Hi Brett,
Thanks for clarifying. I would suggest then that the graphic at the top of this article be updated to note that you also must have Support at the team level or higher. As it is, it makes it look as though all that's required is Guide Lite.
Hey Wishbeads,
Appreciate the heads up! It looks like this article got missed as we have it listed here: Installing the Knowledge Capture app
I'll let our documentation team know so they can get this updated :)
In Markdown mode, the little magnifying glass icon is not present,so this feature is not as useful. In Markdown mode, you must use the app sidebar. This works well (search for article > click link article), except in my instance the preview never comes up. The three dots thinking icon appears but goes forever. Overall, I'm very happy with this feature and app.
Hi, there!
KC title has been changed then I can see it on the Apps panel only. Shouldn't reflect to the icon's hint on editor toolbar as well?
Regards,
Renato
Hi Renato,
Admins on your account can change both the app location and title - it sounds to me like your settings have changed! If you're an Admin, you can check under Admin > Apps > Manage and next to the Knowledge Capture app icon, click the gear icon and select Change settings. You'll see that the app can be given a new title and that there are checkboxes to select whether you want it to appear in the ticket editor, the apps panel in the sidebar, or both.
Hello, Madison Davis!
Thanks for your message! I'm afraid, but I guess you misunderstood me.
I was able to rename KC through Admin settings. So I can see it on the Apps panel, but not in the icon's hint on editor toolbar button, which keeps showing "Knowledge Capture". Is that the expected behaviour?
Looking forward to hearing from you again. Regards,
Renato
Hello, Madison Davis,
I have a unique issue in our KC app - we have 1 agent who is unable to access the knowledge templates (out of 40 others).
Can you help for why that might be occurring for him?
Thanks
Hi Erica! Can you share what is set in the article's "Managed by" settings? The template will respect those permissions, so if he's not in the appropriate user segment, for example, he won't be able to access the template.
Madison Davis Sorry for the delay, just getting back to this - so I've reviewed the templates "Managed by" settings and it is showing as all "Managers and Agents". He is an Agent but he is only seeing 2 of 3 templates and all 3 are set to be managed by both managers and agents...so strange, right! At least I was looking in the correct place. ;)
Hey Erica,
I just wanted to check in with you to see if this agent is still unable to see all 3 templates you mentioned previously.
Can this agent test from an Incognito window using Chrome to see if the issue persists? If the permissions are set up correctly then I'm wondering if this is a UI issue with the browser.
Let us know!
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