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
The Knowledge Capture app appears in the editor toolbar in tickets by default. It might appear in the editor toolbar in tickets, in the Apps panel in the sidebar, or in both locations, depending on how it's set up.
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.
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 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.
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 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:
3 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.
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