Disabling agents from flagging or creating articles in the Knowledge Capture app

Agents can use the Knowledge Capture app in the Support agent interface to create and flag articles. You can disable agents from creating or flagging articles if you want.

You must be an administrator in Zendesk Support to change app settings.

To disable agents from creating or flagging articles

1. In Admin Center, click Apps and integrations in the sidebar, then select Apps > Zendesk Support apps.
2. Click the options menu on the Knowledge Capture app, then select Change settings.

   

3. Under Installation, deselect the following options:
   • Allow agents to create new articles
   • Allow agents to flag articles
4. Click Update.

Other Knowledge Capture app settings include:

• Disabling users from solving their tickets based on linked articles
• Changing the app location
• Changing the search behavior for multiple brands