When an agent submits feedback for an article, a ticket is created. The ticket includes:
- A link to the article that needs the update
- A link to the ticket that is the source of the update
- The user name of the agent who flagged the ticket
- The inline comments added by the agent
For information about planning your workflow, see Setting up your workflow for flagged articles. If you do not want agents to flag articles using the Knowledge Capture app, you can disable that option.
To flag an article
- In a new or existing ticket, open the Knowledge Capture app.
Note: You must open the ticket directly. You cannot use the Knowledge Capture app when you select a ticket in a view and click the Edit ticket(s) button.
- Click an article title in the search results in the app to open the article in a preview window.
You might need to search first if you don't see the article you want to flag.
- Hover over the text that needs an update, then click the comment icon that appears beside the text.
A comment field appears.
- Enter your feedback in the comment field.
If you need to remove your comment, click the X beside the comment field.
- Add comments to other sections, as needed.
- Click Send feedback.
You will not see the feedback button until you have entered at least one comment.
When you submit feedback, a new ticket is created. The link to the ticket appears at the top of the feedback window.
The resulting flagged ticket has the tag
knowledge_capture_flagged_article. You can use the tag to create views, macros, and business rules.
The resulting flagged ticket contains a link to the original ticket where it was flagged, if the article was flagged from an existing ticket. If the article was flagged from a new ticket, that had not been submitted yet, the resulting flagged ticket will not have a link to the original ticket because the new ticket did not have a ticket number at the time.
With the new pop-out sidebar view in Zendesk Support, I'm not seeing the option to flag articles. Is this the case?
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!
Ah, I see - I didn't realize they were two separate apps. Thanks!
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!
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.
Hey Thanks! I will use the tag to trigger them, amazing! Thank you!
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?
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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