This article covers the following sections:
Creating an article while working on a ticket
You can create new help center articles to fill knowledge gaps directly from a ticket you're working on.
To create an article while working on a ticket
- In the ticket that you are working on, click the Knowledge icon
(
) to open the context panel.
- In the Knowledge section of the context panel, click the
Create or request article icon (+), then select Create
article.
- Select a template from the list to create a new article based on an existing
template, or click Blank article to create a new blank article. Templates
within the list are populated based on the ticket requester locale and ticket
brand.
The article editor opens in a new tab. You will not see the option to create a blank article if the setting has been disabled by an admin, and article templates will not be visible if an admin hasn't created any.
- In the Title field, enter a name for your article.
- Enter the content of your article and use the article toolbar for formatting
options. Note: Information from the ticket is not automatically populated in the article. However, you can manually copy and paste content from the ticket into your article.
- After you have created an article, update the article settings as needed. See
Creating and editing articles in the
knowledge base.
- Save or publish your article when you're ready.
Requesting an article while working on a ticket
You can submit a request for a new help center article to fill a knowledge gaps directly from a ticket you're working on.
To request an article while working on a ticket
- In the ticket that you are working on, click the Knowledge icon to open the context panel.
- In the Knowledge section of the context panel, click the
Create or request article icon (+), then select Request
article.
- If you have help centers for multiple brands set
up, select a help center Brand for the new article.
This field defaults to the brand of the ticket you are working in. If you want the article to appear in the help centers of all brands in your account, select All brands
- Enter the Subject of the request.
The text you enter appears in the title of the resulting ticket. For example, if you enter a subject of "How article creation works" in your request, the ticket title becomes "Request for article - How article creation works."
- In Article request, enter a description of the content that you want the article to contain. This content appears in the ticket Description and can be used to provide context to the agent who will be creating the article.
- Click Link this ticket to request if you want to include an optional link
to the original ticket in the new request. When you select this option, the
ticket that results from your request displays the link as shown in the
following example:
- Click Request article. A new ticket is created with the
knowledge_request_article
tag and the agent who submitted the request listed as the Requester. The ticket is unassigned.
29 comments
Ailie McAleenan
Is there a way to automatically show the publish/last updated date on the article without having to manually manage it?
-1
Tetiana Gron
Hi Ailie McAleenan,
Could you please clarify your question?
0
Ailie McAleenan
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.
0
DJ Buenavista Jr.
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,
0
Shriya Jain
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 -
-1
Tipene Hughes
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
0
Sanobar Khwaja
Is there a way to download the article from Guide as Word or PDF?
0
Tipene Hughes
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
0
BREANNE BROCK
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?
0
Brett Bowser
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!
0
BREANNE BROCK
Hi Brett - it seems like that is what I needed. If only I knew how to code! :)
0
Allison Sargent
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!
0
Tony
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.
0
Jesse H
Is there a way to disable this so that only some agents can create/request an article in knowledge?
0
Mario Valdes
Is there a way to flag the tickets where an article has been requested using the Knowledge Capture App?
0
Tetiana Gron
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?
0
Ivano Sergi
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!
1
Dane
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.
0
Anja
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
0
Tetiana Gron
Hi Anja,
You will need to migrate to Agent Workspace to use Knowledge. See Migrating to the Zendesk Agent Workspace.
1
Heather Rommel
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?
2
Tetiana Gron
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.
0
Heather Ausmus
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.
1
Joanna Milner
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.
0
Bobby Koch
why doesnt request an article show in engagement rate?
0
Bobby Koch
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?
0
Tetiana Gron
Bobby Koch we don't include request article events into the calculation of engagement rate.
0
Bobby Koch
Tetiana Gron understood, but why not?
0
Tetiana Gron
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.
0