Workflows for created and flagged articles using the Knowledge Capture app

Return to top


  • Nora

    Is it possible to send a notification when a new article is created so the team knows that it needs to be reviewed/published?


  • Dainne Lucena
    Zendesk Customer Care

     Hi Nora

    It is possible when you assign a team or agent for that specific article. The agent will receive an email notification with a link to the article. Guide admins can view a list of all their assigned articles. Users who are not Guide admins cannot view article lists, so they will need the direct URL to access the article.

    The email notifications should be sent automatically whenever an article is assigned to someone for review -- see Assigning or reassigning articles with Team Publishing

  • Vyto Konkulevicius

    Is there a way to add a tag to a ticket if an agent links an article from the KC app?  I don't see a source to identify update from KC in triggers.

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Vyto,
    There isn't a tagging mechanism associated with the KC app at present, so it's not possible to tag tickets based on usage of the app.
    As a workaround, you could create a macro and train your users to use it each time they've added / link an article via the app, the macro appending a ticket tag that speaks to app usage, but this would be a manual process and rely on users application to work effectively.
    Out of curiosity, what's the use case for adding a tag? I'm wondering if the Linked article information in the Knowledge Capture dataset and dashboard might get you what you need. Analyzing your Knowledge or Knowledge Capture app activity.
  • Vyto Konkulevicius

    Hi Gabriel,

    It's a question from our product management and the reason is to be able to identify specific tickets for review.  I see ticket id is an available field in KC app reports and will try to set up a report with some more details and see what I get.





Please sign in to leave a comment.

Powered by Zendesk