Searching and linking articles using the Knowledge Capture app

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  • James Beniston

    We use this app A LOT for mail & phone support. When linking an article to a public reply the hyperlink displayed is concise and hidden behind the article name which looks great.

    When using this for Chat through the agent workspace, every time an article is linked the hyperlink is shown in its entirety. Not only that it seems way longer than the url to the article in the help centre.

    Why does this happen?

    If during the chat I open the help centre direclty and copy the article url to the chat comment is shows ok. So frustrating as this is a total waste of an agents time.

  • Ahn Letran
    Zendesk Customer Care

    Hello, James!

    Hope you're doing well!

    Sadly, the functionality to get the hyperlink working from the Knowledge Capture app isn't available at the moment in Chats. This is a valid request hanging in the request list. We agree that rich text formatting, including hyperlinking of text, is a valid request and should be something we support eventually. Unfortunately, the way Chat is built today does not support the storage of rich text information but we are looking to resolve it in the future with our omni-channel agent experience in the coming quarters.

    If and when we having something to share with you, we will let you know here. You can upvote this thread for movement, so our developers get a heads up of this feature request.


    Ahn L. | Customer Support Advocate

  • François Spinnael

    Is it possible for the knowledge capture app to:

    - Use the same color of title when displaying article titles ? 

    When searching through UI (GUIDE)


    When searching through Knowledge capture: 



    - Make the screen default size of screen larger ? 

    Crazy white space below that should be used by the app:


  • Dave Dyson
    Zendesk Community Manager

    Hi Francois –

    There isn't currently any way to force the Knowledge Capture app to use the colors specified in your help center. For visibility, would you be willing to add your feedback on this and on the size of the Knowledge Capture app workspace in our Feedback on Support topic? That way we can hear from other users who can upvote and/or add their own opinions as comments. If you can also use this template to format your feedback, that will help ensure our product team has the information they need. Thanks!

  • Andrew


    Answer bot adds a tag ab_resolved when it resolves a ticket.  Is it possible to add a tag to tickets resolved by Rapid Resolve? 

  • Bri Fitzgerald
    Zendesk Customer Care
    Hey Andrew,
    Rapid resolve doesn't add a tag. I can see how that would be useful for reporting purposes, business rules, etc. I did find some old community posts regarding this, but I don't see any indications that this will change. I would ask you, if you have a moment, to post this feature in our Guide community. I wish I had a better answer for you. Feel free to reply with further questions.
  • Josine Pentin

    We like this app. Are there plans to return community posts and action on them?


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