Agents can use the Knowledge Capture app in the Support agent interface to create new articles using pre-defined templates. If a template does not exist, agents will not be able to create articles using the Knowledge Capture app.
The agent can copy and paste content from the ticket, or write new content based on the ticket, to create the article. The Knowledge Capture app does not pre-populate the new article with content from the ticket.
For information about planning your workflow, see Setting up your workflow for created articles.
If you do not want agents to create articles using the Knowledge Capture app, you can disable that option.
To create 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 the Create Knowledge button in the Knowledge Capture app.
- If you have multiple brands, click the drop-down menu to select a help center.
- Select a template from the list.
Agents can see and select only the templates where they have management permissions for editing.
If you have not created any templates, you need to set up a template first, see Creating templates for the Knowledge Capture app.
- Add a title and content to the article, according to the headings in the template.
- Change the article's section, if necessary, depending on your workflow for new knowledge.
- Make any other changes you need in the article's sidebar.
The author is automatically updated to be the agent creating the article.
- Click Save or choose another option from the drop-down.
The article created is a duplicate of the template; it does not overwrite the template. The new article does not retain the
KCTemplatelabel.
6 Comments
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?
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
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
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.
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.
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!
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