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Creating and requesting articles while working on tickets



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Elizabeth Williams

Zendesk Documentation Team

Edited Feb 10, 2025


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29 comments

Is there a way to automatically show the publish/last updated date on the article without having to manually manage it?

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Tetiana Gron

Zendesk Product Manager

Hi Ailie McAleenan,

Could you please clarify your question? 

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Sure thing. At the moment when we publish a Zendesk article, they don't have a timestamp on them, so the public doesn't know when it was last updated.

I was wondering if there's a way to add a timestamp without having to manually add the date to each article.

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DJ Buenavista Jr.

Zendesk Customer Care

Hi Ailie,
 
Thank you for reaching out to Zendesk Support.
 
In regards to your concern, the following feature to check when the article was last updated can be seen from the article itself. 
 

 
If you're not seeing the following, it could be that your Help Center article page has been modified. Kindly check our article, How do I remove or modify the author, date, or timestamp on Help Center articles? for more information about this.
 
Thank you and have a wonderful day ahead!
 
 
 
Kind regards,

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Hi, I am trying to attach attachment using the API -https://persistentsystems6956.zendesk.com/api/v2/help_center/articles/4518406759569/attachments

and getting the below error -

{
    "errors": {
        "file": [
            "cannot be blank"
        ],
        "base": [
            "A file must be provided"
        ]
    }
}
 
Could you please help me with the API for create article attachments 

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Tipene Hughes

Zendesk Developer Advocacy

Hi Shriya Jain,

Thanks for reaching out!

Can you share the code of the POST request you're making to the article attachment API endpoint so I can look at this in a bit more detail. Just be sure to remove any sensitive information beforehand.

Thanks!

Tipene

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Is there a way to download the article from Guide as Word or PDF?

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Tipene Hughes

Zendesk Developer Advocacy

Hi Sanobar Khwaja,

While it isn't currently possible to download articles from Guide as Word or PDF documents, here is a link to a feedback post where you can note your use case for visibility to our product teams, along with a couple of suggestions on ways you could potentially achieve this with 3rd party tools. 

Guide Articles - export to PDF 

I hope this helps!

Tipene

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Is it possible to create an article using a template from the Guide admin? Instead of creating the article (using a template) from an existing ticket?

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Brett Bowser

Zendesk Community Manager

Hey Breanne,

I believe you can use the steps mentioned in this article for setting up article templates in your Guide theme: Adding multiple article, section, and category templates to your theme
 
Let me know if that's not what you're looking for!

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Hi Brett - it seems like that is what I needed. If only I knew how to code! :)

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Question! Can we automatically assign these request tickets to someone on the team without the agent having to assign them to the Knowledge team? 

Similar to the feedback process in the Knowledge app. Thanks!

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Tony

Zendesk Customer Care

Hi Allison,
absolutely. It is definitely possible to assign these requests to a specific group. These are tickets where triggers can fire on them.
 
For instance, every knowledge article requested, creates a ticket with a tag "knowledge_request_article". You can create a trigger where if a ticket is created and this tag exists, then assign it to a specific group as action.
 
Have a nice day.

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Is there a way to disable this so that only some agents can create/request an article in knowledge?

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Is there a way to flag the tickets where an article has been requested using the Knowledge Capture App?

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Tetiana Gron

Zendesk Product Manager

Hi Mario Valdes,

Currently there is no way to do this. We are planning to add an event for article request to the ticket events log. Read more Viewing all events of a ticket

Do you think it can solve your problem? If not, could you please provide more details about your use case? 

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Hi team! quick question, would it be possible to customize the fields that appear in the Knowledge capture when requesting an article? 
For example: having the agent select a topic from a drop-down so that we can create triggers to auto-assign to specific agents? 
Thank you!

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Dane

Zendesk Engineering

Hi Ivano,

The template for request article cannot be modified.

Once a request has been made, a ticket will be generated. If additional details are needed, the person responsible for the article creation can ask for it. The person that requested the creation (with the right permission) can also go directly to the ticket to enter additional details.
 
 

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I would like to use the function to request an article through the context panel in a ticket. I wonder how to get the "Knowledge" icon into the ticket? I currently only see the "Knowledge Capture" via the app in the sidebar or by clicking on the magnifying glass icon.

I'm referring to:

Requesting an article in Knowledge

You can submit an article request directly from the Knowledge section in the context panel.

To request an article in Knowledge

  1. In the ticket that you are working on, click the Knowledge icon () to open the context panel.
  2. In the Knowledge section of the context panel, click the Create or request article icon (+), then select Request article.

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Tetiana Gron

Zendesk Product Manager

Hi Anja,

You will need to migrate to Agent Workspace to use Knowledge. See Migrating to the Zendesk Agent Workspace.

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Is there a way to deactivate "Request Article"? We have a different process for this and don't want to cause confusion. @Dane or Tetiana Gron?

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Tetiana Gron

Zendesk Product Manager

Hi Heather Rommel,

There is no possibility to deactivate request an article from Knowledge. But I will record your feedback and we will evaluate this. 

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I would also like to see the option to disable the Request Article feature as our agents should only create articles - requesting is to nice of an option to pass the content need to someone else to work on. I know I'd prefer to select it vs. create. :) 

I created a feature request for this and linked it to this post/comments. 

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When we use Knowledge to access articles, none of the color formatting is shown. Since our knowledge base is strictly internal, many of our articles use certain colors as a way to flag whether we can share phone numbers/emails with community members or if that information is only used internally. When creating articles, we have only used the formatting options provided on the toolbar; and we are using Copenhagen.  Is there a way to fix this? We would like to avoid having to reformat 100s of articles.

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Bobby Koch

Zendesk Luminary

why doesnt request an article show in engagement rate?

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Bobby Koch

Zendesk Luminary

Tetiana Gron - why wouldn't agents get credit in engagement rate for requesting an article? Is that some logical decision or something i can report back to my execs with?

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Tetiana Gron

Zendesk Product Manager

Bobby Koch we don't include request article events into the calculation of engagement rate. 

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Bobby Koch

Zendesk Luminary

Tetiana Gron understood, but why not? 

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Tetiana Gron

Zendesk Product Manager

Bobby Koch this was a product decision at the moment we built the feature. If you have suggestions, please provide feedback in the dedicated topic and see how much support it receives from other members of our community.

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