Flagging articles with the Knowledge Capture app

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8 Comments

  • Dane
    Zendesk Engineering
    @Federica, 
     
    Whenever an article is flagged, it will create a new ticket. You can then utilize triggers to directly assign it to you, send email notifications and much more. All tickets created this way will have a knowledge_capture_flagged_article tag that you can utilize for your triggers.
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  • Adam Brown

    Hello,

    Other than in a ticket, can we use the Knowledge Capture app to flag updates for articles?  Is there a way to do it in the actual article in the knowledge base if you're an Agent?

    1
  • Federica

    Hello! I'm in charge of documentations and articles so I want that flagged articles arrive to me. So basically, when an agent create a flagged article with some updates and press Send Feedback button, the article will arrive to me in my personal que or mail. How that works? How can I put my contact? Thank you! 

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  • Federica

    Hey Thanks! I will use the tag to trigger them, amazing! Thank you!

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Adam Brown

     

    At the moment the Knowledge Capture app only works if you open a ticket & use it from the workspace. So you'd still need to open/create a ticket in order for the Knowledge Capture app to work. 

    There are no native functions yet in the Guide for agents to flag articles. However, I did see a Community Post that could give you some ideas for a workaround/workflow on how to utilize the comment section for articles (Creating, Flagging, and Publishing with Knowledge Capture Oh My!). Hope this helps!

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  • Justin Near

    Ah, I see - I didn't realize they were two separate apps. Thanks!

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  • Joyce
    Zendesk Customer Care

    Hi @...,

    The Knowledge app in the sidebar menu is for searching, linking, and quoting content in tickets. For flagging articles, this is still being done using the Knowledge Capture app.

    I found this comment from one of our Product Managers stating that eventually, the new Knowledge app will fully replace the Knowledge Capture App.

    Hope this helps!

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  • Justin Near

    With the new pop-out sidebar view in Zendesk Support, I'm not seeing the option to flag articles. Is this the case?

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