Creating templates for Knowledge

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  • Katie Dougherty
    Zendesk Digital Resources Team

    Hi @...

    You are correct that in order to be presented with template options in the Knowledge Capture App, you will need to apply the KCTemplate label to the article. That being said, these templates are available only in the KC App, not the Guide pages. 

    I found a few relevant feedback posts in our Community where our Product Managers can review your suggestion and see upvotes from other Community Members.  Every time we get more feedback on a specific topic it helps our Product Team prioritize new feature releases!  See the following post: Knowledge Article Templates

  • Sara Gardinier

    Hi Katie, it appears your link to is no longer valid. 

  • Katie Dougherty
    Zendesk Digital Resources Team

    Thanks for letting me know, Sara! It seems that post has been archived as it is out of date. I would encourage you to post your feedback in the specific prodyct feedback section so others can upvote your suggestion to our Product Team! 

  • Sham Moodley

    I've created 2 templates, visible to Agents and Admins. I can see the templates (image below) when creating a new article from the KC app. The agents cannot, they can't see the templates and get the following message (image below)

  • Cheeny Aban
    Zendesk Customer Care

    Hi Sham,

    Since it was recently created, I suggest that you asked the agent to refresh their account session by clearing cache and cookies, log in and log out, and use an incognito browser. If the issue persists after the basic troubleshooting, you may reach out to our Customer Support to further check.


  • Ahmed Esmat

    Is there a way for the help center template articles to read ticket fields when creating an article using the Knowledge Capture App?

  • Sabra
    Zendesk Customer Care

    Hey Ahmed! Currently, that is not possible with the Knowledge Capture App. I recommend posting this to our Feedback for Guide page, along with your use case. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality!

  • John

    I'm noticing that while the actual template article works, it's still selecting the default Template (field) for the articles created using a template. 

    Is there a way to change that? Unfortunately it's causing problems and breaking process because the correct Template field value is not being carried over from the template article.

  • Jeongah Seo

    Hello Zendesk team,

    I am using 'Professional' Help Center.

    And I would like to make several template according to property of article.

    I intalled KC app and made an article with KCTemplate label.

    But I can not select a template  and can not open the KC app when I create new article.

    I understood this can be applied to not only ticket system but also help center article.

    Am I wrong?

    Can the Help center template be added only through the theme?

    Please find the pictures below.



  • Jeongah Seo

    Dear Zendesk team,

    Sorry for the pressure, but could you answer my question above as soon as you can?

    For me it is time sensitive.


  • Charles Gresula
    Zendesk Customer Care

    Hi Jeongah,

    The Knowledge capture app can be opened in the Support agent interface( but not in the help center articles) to perform the following actions:

    • Search the help center without leaving the ticket
    • Insert links to relevant help center articles in ticket comments
    • Add inline feedback to existing articles that need updates (not available on Suite Team)
    • Create new articles while answering tickets, using a predefined template (not available on Suite Team)

    More information about that here: Opening the Knowledge Capture app

  • Bobby Koch

    conflicting information here folks, really frustrating.,detect%20the%20template.

    It says at the top of this section that templates will show based off of the brand and requester locale, but then says right below that the templates are based off of the guide's default locale. 

    Which one is it? It is working based off of the requester's locale, which makes sense for content, but there should always be a fallback to the default language of the account/guide. Ya know, people speak more than one language? 

    If it is the latter, please consider changing this workflow. In order for templates to show, I have to add one to EACH language. In a realistic scenario, why would we duplicate articles in other languages when there is the version/translation option available? 

  • WenBin Lu

    Hi Zendesk Team, 

    In the article template, is it possible to hide or show a paragraph based on the user's role? 
    For example, when the article is only for internal use, some internal links are added in the article. But if it is published for all users access, we don't want the customers to see the paragraph contains the internal link. Thanks 

  • Charalampos Haris Matthaiou

    While search works fine (across all brands), the Knowledge context panel in Support is seriously crippled in function for direct article creation due to the fact that the agent will only see templates related to that ticket's brands. This is flawed design and there doesn't seem to be a workaround for this.

    This is forcing us to stay with Knowledge Capture app which is far from ideal but at least it supports templates from all brands. We really want to switch to context panel solution and utilize additional functionality, but this very important functionality is missing. Please consider adding the obvious.

    Also, a minor wish on that Context Panel: Would be important to see which brand does an article belong to without opening the article.

  • Dane
    Zendesk Engineering
    Hi Haris,

    We definitely appreciate your feedback and I agree that this will be such a great addition to the context panel functionality. 

    Would you mind posting your use case to our Feedback on Support topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
    Hi WenBin,
    Like Haris' inquiry, the functionality to hide specific parts of articles is not available. You will need to create two articles for it.
  • Kevin Sanchez

    How do I get templates to show in this dropdown? This is within Guide when creating an article.


  • Tiffine Russell

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  • Salim Cheurfi
    Zendesk Customer Care
    Hi Kevin,
    if a template is not visible in the drop-down menu, we  recommend checking the permissions. You will have to check if the template can be managed by agent and admin and any segments that might use it (step 4), then check as well if it was published in the section Template (step 5 ), and that the label contain KCTemplate (step 7)
    if each of the steps are followed, the template should be visible in the drop-down menu.
    Have a great one !

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