Agents can use the Knowledge Capture app in the Support agent interface to search for help center articles and link to them, without leaving the ticket. Agents can also add inline feedback to flag articles for updates and create new articles while answering tickets.
Documentation
Setting up
- Workflows for created and flagged articles using the Knowledge Capture app
- Creating templates for the Knowledge Capture app
- Changing the Knowledge Capture app location
- Disabling agents from flagging or creating articles in the Knowledge Capture app
- Disabling users from solving their tickets based on articles linked with the Knowledge Capture app
- Changing the search behavior for multiple brands in the Knowledge Capture app
- Installing the Knowledge Capture app
Using
- Opening the Knowledge Capture app
- Searching and linking articles using the Knowledge Capture app
- Flagging articles with the Knowledge Capture app
- Creating articles with the Knowledge Capture app
- Viewing a list of articles created using the Knowledge Capture app
Reporting
Community posts and discussions
- Zendesk on Zendesk: How we use the Knowledge Capture app
- Creating, Flagging, and Publishing with the Knowledge Capture app (by Daniel)
- Knowledge Capture publishing workflow (by Andrew)
- Knowledge Capture publishing workflow (by Anton)
- multilingual content creation workflow (by Jacob)
- Our KCS implementation with Zendesk (by Cale)
- How we create new content using the KC app in the ticketing process (by Mary and Sahar)
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