Searching and linking articles using the Knowledge Capture app

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19 Comments

  • 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.

    2
  • 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.

    Cheers!

    Ahn L. | Customer Support Advocate

    4
  • Francois 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:

     

    0
  • Dave Dyson

    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!

    0
  • Andrew

    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? 

    1
  • 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.
    0
  • Josine Pentin

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

    0
  • Antonio Maninha

    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?

    0
  • Dave Dyson
    Hi Tony -
     
    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):
     

    (Editor app location only) Click Expand article in the article preview, then select Link article.

     
    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. 
     
    0
  • Dave Dyson
    Hi again Tony -
     
    Copy link to article does have the same behavior though, so you should be able to use that!
    0
  • Antonio Maninha

    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!

     

    0
  • Dave Dyson
    Hi Tony,
     
    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!
    0
  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    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?

    1
  • Dave Dyson
    Hey Heather -- out of curiosity, what's the use case for adding a tag? I'm wondering if the Linked article information in the Knowledge Capture dataset and dashboard might get you what you need. Analyzing your Knowledge or Knowledge Capture app activity
    0
  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    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!

    0
  • Rebeca

    When agents search for articles on Knowledge Capture to link to tickets, is this counted on the Explore Search statistics? Thanks in advance

    0
  • Dane
    Zendesk Engineering
    Hi Rebeca,
     
    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!
    0
  • Nora

    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.

     

    0
  • Aaron Rylaarsdam

    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.

    0

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