Creating articles with the Knowledge Capture app

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6 Comments

  • Rich Andersen

    Hi,

    I was just wondering what happens after step 8 once the Agent clicks Save? Where does the new article appear so the Help Centre Manager/Admin can approve and publish?

    0
  • Maggie Ungerboeck
    Community Moderator

    Hi Rich,

    It is saved in Guide. You can view it from Guide by clicking the Guide Admin option next to the logged in user information. You should see it in the In Progress section on that screen.

    Thanks,
    Maggie

    0
  • Saeleum

    This app is amazing. But, is there a way to create articles with the template from the Zendesk guide, not from a ticket? 

    We have a separate team who only creates article. I want to make them to use the same template generated from the knowledge capture app to make all articles to be consistent. 

    Thank you for your help
    Saeleum

    3
  • Cheeny Aban
    Zendesk Customer Care

    Hi Saeleum,

    As of the moment, that is not yet possible with the Knowledge Capture App, but we understand your need for this functionality so I am marking your comment as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

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  • Geerten

    hi, am wondering if it will be possible to convert a ticket or macro into an article. Or just paste the answer automatically into the template. So on knowledge capture app click on plus sign, select template, see the answer copied into the template. That would speed up the process and is agent friendly imho.

    There is an option to convert a ticket into macro, but there is no relation with Guide.

    2
  • Dane
    Zendesk Engineering
    Hi Geerten,
     
    Unfortunately, this feature is not yet available.
     
    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!
    0

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