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Searching for and previewing articles
You can use the Knowledge Capture app to search the help center for articles relevant to the issues raised in the ticket. Knowledge Capture search uses the same search technology as the help center search.
Knowledge Capture searches content in the end-user's selected language, if it's available in your help center. Otherwise Knowledge Capture searches the default language of your help center. You can change the language in Knowledge Capture to search another language in your help center.
If you have multiple brands, then Knowledge Capture searches the help center associated with the brand of the ticket. You can change the brand to search help center content for another brand.
To search for help center articles
- In a new or existing ticket, open Knowledge Capture.
- Enter a topic or keyword in the Knowledge Capture search box.
On Suite Team, the search results are pre-populated based on a search of the ticket subject. On all other plans, the search results are pre-populated with Answer Bot-powered article suggestions, based on the requester's most recent comment.
- Press Return or click the Search icon.
The search returns public and internal articles. The search does not return other content, such as drafts or community posts. Internal articles indicate that they are locked and not available to the requester.
- To open a preview of the article in a preview window, click an article card.
If you're using the Knowledge Capture app in the ticket editor location, you can hover over an article card to see a preview. There is no hover preview if you're using Knowledge Capture in the Apps panel sidebar location.
- If you support multiple brands and languages, click the brand or language or brand drop-down to change the selection for your search.
By default, if you support multiple languages, then Knowledge Capture searches content in the end-user's selected language, if available; otherwise it searches the default language of your help center. By default, if you support multiple brands, then Knowledge Capture searches content the help center associated with the brand of the ticket you are viewing. You can change the language and the brand in the Knowledge Capture app.
Adding links to articles in tickets
When you find an article you think is useful in the Knowledge Capture search, you can add a link to it in the ticket. You can add links to multiple articles in a comment.
Any link in a ticket comment is recorded by Knowledge Capture, regardless of whether it was added manually or using the Knowledge Capture app. If you want to add a link to an internal article that the requester does not have permission to view, you can add it in an internal comment and it will be recorded as Knowledge Capture. However, links included in public or private Chat transcripts are not recorded by the Knowledge Capture app.
Links to articles in tickets are recorded as events in the Knowledge Capture dashboard, see Analyzing your Knowledge Capture activity.
To add a link to an article
- In a new or existing ticket, open the Knowledge Capture app.
Note: You must open the ticket directly. You cannot use the Knowledge Capture app when you select a ticket in a view and click Edit ticket(s).
- Review the pre-populated results or enter your own search and review the results.
On Suite Team, the search results are pre-populated based on a search of the ticket subject. On all other plans, the search results are pre-populated with Answer Bot-powered article suggestions, based on the requester's most recent comment.
- If you support multiple languages or brands, click the language or brand drop-down in Knowledge Capture to change the language or the brand for your search.
- To insert a link to an article, do one of the following:
- Click Link article in the article card.
- Click Link article in the article preview modal.
- (Editor app location only) Click Expand article in the article preview, then select Link article.
When you link to an article, the hyperlink is inserted in the comment where your cursor is. The link is host mapped, if you have host mapping.
If you have WYSIWYG enabled, the link text inserted is the article title, linked to the article in your help center. If you have Markdown enabled, the markdown {{Article title}}: {{URL}} is inserted. This adds a link to the article at the bottom of the comment text.
- Click Link article in the article card.
- To remove the link or to modify link text in the comment, click the link in the comment, then click the Delete icon or the Edit icon.
You can only do this before the comment is submitted. You cannot remove a linked article after the comment has been submitted.
- Add any other text you'd like to the comment, then submit the ticket as you normally would.
The ticket requester has the option to self-solve the ticket if the linked article solves their issue, unless that setting has been disabled.
A comment is added to the ticket if the requester solves the ticket. It will either be a comment from Answer Bot or Rapid Resolve, depending on whether the linked article was an Answer Bot suggestion or an article you manually found and inserted.
About the user experience with Answer Bot and Rapid Resolve in Knowledge Capture
When agents use the Knowledge Capture app to search and link to articles, Answer Bot automatically suggests articles, based on a number of criteria including the ticket subject and requester's most recent comment. This functionality is built-in, and does not require an Answer Bot subscription. Answer Bot suggested articles in Knowledge Capture are indicated by the Answer Bot logo and name on the article.
By default, when an agent uses Knowledge Capture to link to an article, either an article suggested by Answer Bot or an article the agent manually finds and links to, the ticket requester has the option to solve the ticket after viewing the linked article.
When the user opens the linked article, they can click "Yes, close my request" if the article resolves their issue, and the ticket is solved. The user can click "No" if the article does not resolve their issue, and the ticket status is unchanged.
- If the article was suggested by Answer Bot, the ticket comment is from Answer Bot.
- If the article was manually found and linked to by the agent, the ticket comment is from Rapid Resolve.
19 Comments
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.
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.
Cheers!
Ahn L. | Customer Support Advocate
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:
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!
Hi,
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?
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.
We like this app. Are there plans to return community posts and action on them?
Hello,
I am using the Knowledge Capture app and we do not have any link article available as you folks show in the instructions. We do have a Copy link to conversation...
Would you mind clarifying this different behavior?
The Knowledge Capture app can be located either within the ticket editor, or in the Apps sidebar, and the option to Link article is only available if the app is configured to appear in the editor -- see the article above (color added here, for emphasis):
Here's how to configure where the Knowledge Capture app appears: Changing the Knowledge Capture app location
I'll see if we can make that more clear here.
Copy link to article does have the same behavior though, so you should be able to use that!
Thank you for your reply @...
A quick comment, the size of the pictures you guys are using in the ZD knowledge articles are super, super tiny!
If you right-click on the images and open them in a separate tab, they should appear in their native (and much larger) size. Hope that helps!
Anyone have any ideas how we can add a tag (so we can check a box for KCS purposes) when an Agent adds a KB article as part of their comment?
I've tried using our helpcenter url https://support.MYDOMAIN.io/hc/ in the "contains the following string"
but I can't seem to get the Trigger to pick that up whether they link via Knowledge or Knowledge Capture. Anyone have ideas for this?
Hi @...,
I wish the KC Explore dashboard did what we needed. It is useful for reporting, but we want a tag so we can automate checking a field on the ticket that helps in our KCS process. I guess I'm a little surprised that we can't use this in a condition on a trigger or automation!
When agents search for articles on Knowledge Capture to link to tickets, is this counted on the Explore Search statistics? Thanks in advance
I have tested it on my Agent Workspace Knowledge App and the searches I performed was added to the Search metric in the Search Dataset.
Hope this helps!
It would be nice to have the option to unlink articles because once an article is linked - it appears in reporting even if it was linked in error.
If there are articles that are locked to specific user segments, the KC app doesn't seem to allow linking to the article if the requester on the ticket doesn't have the tags on their profile that the user segment is based on. If an agent has a role that gives them access to "Manage Guide" they get various user segments added to their profile and they have access to view the articles in Guide that are locked to the various user segments.
If there is a ticket that has the requester as one of those agents with access to manage Guide, it seems if they don't have the tags on their profile that are associated to the user segment, the articles in KC show a lock next to them and linking to the article in the ticket is not allowed. It would be great if the KC app could respect the user segments that are on the agent's profile instead of using just the tags that are associated to the user segment to determine if the article can be linked. This is important for Zendesk instances that have an internal use case where agents may be raising tickets themselves and another agent wants to link them to an article that they should have access to.
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