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    Hi Katie, it appears your link to is no longer valid.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 It seems that post has been archived as it is out of date.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


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