Best practices for creating an internal knowledge base

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  • Rebeca Hernandez

    Is it possible to link internal articles to specific forms and suggest articles to agents, in a similar way we can suggest articles to end users?

    Appreciate the help.

  • Anne Ronalter
    Zendesk Customer Care
    Hello Rebeca,

    Thank you for your Feedback on that, unfortunately, this is currently not possible.

    As a workaround, Macros might be an option for you.
    Here you can find more details on Creating macros for tickets and Using macros to update tickets.

    Also, using the Knowledge Capture App could be useful in this case.

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