Flagging articles in Knowledge

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  • Kirsty Fullarton

    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.

  • Jan-Willem Rossée

    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 ticket is automatically assigned to the author of the article to review. If the information about the owner is not available, then the ticket will remain unassigned.

    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. 

  • Tetiana Gron
    Zendesk Product Manager

    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. 

  • Elizabeth Williams
    Zendesk Documentation Team
    Article has been updated to indicate the owner (not the author) is assigned to the ticket.
  • Tetiana Gron
    Zendesk Product Manager

    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. 

  • Lila Kingsley


    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?  

  • Dane
    Zendesk Engineering
    Hi Lilia,

    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.
  • Karen Pace

    Any hope of the ability to flag articles or sections of articles directly in the knowledge base? 

  • Katarzyna Karpinska
    Zendesk Product Manager

    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?

  • Sydney Neubauer
    Zendesk Luminary

    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

  • Beth

    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. 


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