The knowledge section in the context panel uses Answer Bot to automatically provide relevant suggestions that you can use to answer questions in your tickets. You can also manually search your help center to find additional content, then link to the content or quote the content directly in the ticket (see Searching, linking, and quoting content in tickets).
To flag an article in Knowledge
- 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).
9 Comments
Is it possible to configure the review workflow? For example, we already have a system built that sends 'flagged' articles to review by a senior agent level for triage, before landing at the top Publisher level. We use triggers and macros to make the flow work. This gives us much more control and helps drive accountability with knowledge.
Hello, I just wanted to propose an update to this article. We just spend two weeks of emailing back and forth with ZD-support, only to find there's an important distinction to make, in regards to a flagged article being automatically assigned to the author and your currently subscribed (guide) plan.
The article owner feature is an Enterprise Guide plan only feature! In essence there will be no ticket automatically assigned to the author of the article if your guide plan is Professional or lower. Flagging is available in the plans indicated by this article. A yellow note block pointing out this distinction to the other readers will possibly save others the time.
ZD-support was outstanding, I'd like to add! Very attentive, folllowed-up every single day, even if there was no update available from the internal team. A workaround has been proposed which is still to be verified, but I have no doubt it will work as proposed.
Hi Jan-Willem Rossée,
Thanks for bringing our attention to this. There was ambiguity in the article. We have updated it to indicate that the owner (not the author) is assigned to the ticket.
Hi Shirin,
Thank you for reporting these issues. We are looking at the first one. We will soon deploy the fix for the second one.
Hi,
This says that the Knowledge app will assign the ticket for flagged articles to the article owner (or leave unassigned if there is no owner). We haven't upgraded to the Agent Workspace yet but, we are on Enterprise and use the Knowledge Capture app for article flagging today. However, we built a trigger that routes flagged articles to our Help Center team using the knowledge_capture_flagged_article tag.
If memory serves, the app adds this tag when it creates the ticket. This article doesn't mention the tag, so not sure if it is still applied in the Agent Workspace version of this app/if our trigger will continue to work. Can you advise?
Also, is it necessary to remove the old Knowledge Capture app or will it be upgraded/removed automagically when we enable the Agent Workspace?
The Knowledge Capture app will still be installed and can also be utilized. However, we recommend to use Knowledge in the context panel if you are already upgraded to Agent Workspace. In addition, it also works the same way on adding the knowledge_capture_flagged_article tag when to any flagged articles.
Any hope of the ability to flag articles or sections of articles directly in the knowledge base?
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?
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