Opening the Knowledge Capture app

Users with a Guide role of Agent or higher 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
• Add inline feedback to existing articles that need updates (not available on Suite Team)
• Create new articles while answering tickets, using a pre-defined template (not available on Suite Team)

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.

Note: If you’re using Agent Workspace, you can use Knowledge in the context panel to search, link, and quote content in tickets.

The article contains the following sections:

• Opening the Knowledge Capture app from the editor toolbar
• Opening the Knowledge Capture app from the Apps panel in the sidebar

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

1. 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.

2. 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:

• Search existing articles
• Add links to articles in tickets
• Add feedback to flag existing articles
• Create new articles based on tickets

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

1. 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.

2. Click the Apps button to open the Apps panel, if it's not already open.
3. 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:

• Search existing articles
• Add links to articles in tickets
• Add feedback to flag existing articles
• Create new articles based on tickets