| Suite | Growth, Professional, Enterprise, or Enterprise Plus |
| Support with | Guide Professional or Enterprise |
Agents can use the knowledge section of the context panel to flag help center articles that contain inconsistencies or mistakes without having to leave the ticket their working on. When an agent flags an article, a ticket is new created.
To flag an article for an update from a ticket
- In the ticket that you are working on, click the Knowledge icon (
) in the context panel. - Search for the article you want to flag, then click the article to open it.
- Hover over the paragraph that you want to add feedback to.
- Click the More menu icon (
) to the right of the
paragraph that you want to provide feedback for, then click Add
feedback.Note: You can only flag articles, you cannot flag Community posts.
- In the Add feedback field, describe what needs to be changed.
- Click Send feedback.
You'll receive a confirmation notification that your feedback has been submitted, with a link to the ticket that was created.
The ticket includes:
-
A link to the article that needs the update
-
A link to the ticket that is the source of the update
-
The user name of the agent who flagged the ticket
-
The inline comments added by the agent
-
On Enterprise plans, the ticket is automatically assigned to the owner of the article to review. If the information about the owner is not available, the ticket will remain unassigned. On other plans, the ticket will remain unassigned.
The article you flagged is captured in the Knowledge Capture dashboard for reporting (see Analyzing your Knowledge Capture activity).
17 comments
Ben Rosenberg
Just wanted to add my voice to the other comments here since the migration from the old Knowledge Capture app. The automatic assignment to the article owner really messed up our article review workflow. Would really appreciate for this to be more configurable in the future.
0
Tetiana Gron
1263213532469 you can't deactivate first assignment to article owner. You might be able to achieve desired workflow by updating triggers.
0
Chandra Mullineaux
We are on the Enterprise plan, so the flagged article tickets are being assigned to the article Owner first, before using our custom trigger that routes the article to the KB manager. Is there any way to disable the assignment first to the article owner? It's causing confusion because they are getting an email about a ticket assignment. In the old app, assigning to the owner was a configurable option.
0
Steven Hampson
Thanks for confirming this 1263082351589. I will look at our internal processes as well as raising a product feedback request.
0
Tetiana Gron
1900356863164 there are currently no settings for deactivating article flagging in Knowledge. I would record this as a product feedback.
0
Steven Hampson
How do we disable the option to flag an article? We have a specific process to be followed, to request updates and do not want tickets created by an article being flagged. I can disable it in the KC app, but can't see an option to disable it in the knowledge panel.
Thanks,
Steven.
0
Beth Borghi
Here's an example of a product that allows end users without specific permissions to flag articles directly in the KB: https://help.bloomfire.com/posts/3521117-how-to-flag-and-review-a-contribution
Use case for us: only Support Agents can flag in the Support View (a small number of employees overall) versus the entire company being able to flag directly as end users.
This creates a burden of having to track flagged articles from people emailing, Slacking, mentioning in meetings, etc. And then I have to have a separate tracking method for these flags.
0
Sydney Neubauer
Katarzyna Karpinska I know that for us, we would benefit from this feature as well. If you could flag from directly in the KB, it would cut down on steps. We use something along the lines of an "index" where you can hyperlink to headings in the article. This does not work in the KCapp so you need to open it in the KB. But since you can't flag there, you still have to manually look for it in the KCapp then flag it there. It would be helpful to have that option
1
Katarzyna Karpinska
Karen Pace, I'm interested to understand how would you use flagging the article directly in the knowledge base. Could you help me with describing your case?
1
Karen Pace
Any hope of the ability to flag articles or sections of articles directly in the knowledge base?
2
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