Agents can use Knowledge in the context panel or the Knowledge Capture app to create new articles for your help center, directly from the Support ticket interface. To do so, you need to create one or more Knowledge templates for your agents to use to create their new content.
KCTemplateis available as a template in Knowledge and the Knowledge Capture app. You can create as many templates as you need. If you have multiple brands, you must create a Knowledge template in each help center.
Here's how it works when an agent creates new content based on a Knowledge template:
- Any new article created using a template is a duplicate of the template and does not overwrite the template article.
- All of the template's fields are duplicated for the new article, with two exceptions: the
KCTemplatelabel is removed and the author is set to the user creating the new article.
- All of the template's content is duplicated for the new article except for images or attachments, which are not included in any new article.
- The section where the template is published is retained for the new article. Agents can manually change the section, if they want, to any section where they have permission to publish. Knowledge uses ticket requester locale and ticket brand to identify what templates to show.
- Click Articles in the top menu bar, then select Add article.
Alternatively, you can open an existing article that you want to make a template.
- Enter a Title for your template.
Think about the types of templates you plan to create and consider including the type in the title. For example, you might want to create a Q&A template and a How To template, and include that in the template title.
- Enter the headings and content for your template in the body.
You might want to include headings specific to the type of template you are creating. For example, a Problem/Solution template might include sections for the problem, the conditions, and the steps for the solution.Do not include images or attachments, as they will not be included in any new article created based on this template.
- Set the Managed by and Visible to permissions.
Agents will only be able to use templates where they have management permissions for editing.
- In Publish in section select a section for the template.
You might want to create a restricted help center section for agents to publish new content, depending on your workflow. Alternatively, you might want agents to create new content as a draft or work in progress.
New articles based on this template will be created in the section you specify, unless an agent manually changes the section. Agents can create new articles in any section where they have permission, see Allowing agents to add, edit, and delete articles. The template does not restrict agents to publishing in a specific section.
- Leave the Author as is.
When an agent creates an article based on this template, the current agent will be set as the author automatically.
The label will not persist on any new articles created based on the template.Important: You must add this label for your article to be treated as a template in Knowledge or the Knowledge Capture app.
- Click Save.
Now your template will be available to agents using Knowledge or the Knowledge Capture app to create new articles. For information, see Creating articles in Knowledge and Creating articles with the Knowledge Capture app.
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.
Hi Katie, it appears your link to https://support.zendesk.com/hc/en-us/community/posts/360039258514-Article-Body-Templates is no longer valid.
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!
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)
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.
Is there a way for the help center template articles to read ticket fields when creating an article using the Knowledge Capture App?
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!
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.
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.
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.
The Knowledge capture app can be opened in the Support agent interface( but not in the help center articles) to perform the following actions:
More information about that here: Opening the Knowledge Capture app
conflicting information here folks, really frustrating.
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?
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
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.
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!
Like Haris' inquiry, the functionality to hide specific parts of articles is not available. You will need to create two articles for it.
Please sign in to leave a comment.