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Announced on |
Rollout starts |
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September 27, 2021 |
September 27, 2021 |
We are excited to announce article flagging in the knowledge section of the context panel (see Using the context panel in the Zendesk Agent Workspace). While agents are working on a ticket and using Knowledge (see Searching linking and quoting content in tickets ), they might notice some inaccuracies or missing information in the article they are referencing. Now agents can flag such an article so the owner of the article can fix the article later.
Article flagging enables you to provide feedback on paragraphs that require reworking, while you are reading the article in the Knowledge section. After you’ve sent your feedback, a new ticket is created. The ticket includes the article, your feedback, and the reference to the original ticket. The ticket uses the prefix “Feedback” to help you set apart the ticket that you created as a result of flagging, from your other tickets. For information see Flagging articles in Knowledge.
Who is it available to?
The feature is available to all accounts that have the Agent Workspace and Knowledge enabled in the context panel (see Configuring the context panel in the Zendesk Agent Workspace ).
12 Comments
Hi @...,
Thank you for the idea. We don't plan to implement article feedback options in the help center.
Is it possible to configure the review workflow? For example, we already have a system built that sends 'flagged' articles to review by a senior agent level for triage, before landing at the top Publisher level. We use triggers and macros to make the flow work. This gives us much more control and helps drive accountability with knowledge.
Hi @...,
thanks for adding "Add Feedback" into the APP, which is the last point now we can disable old KC-APP.
I have one request, can you add an option to have "English" as the default language always?
Our Team is working EMEA wide with a translation tools and we writing the KB´s always in English and translate in other languages.
We never know the keywords to search in German, Dutch, France ... languages, so we always need to remove the language filter and add "en-us" for every ticket we handle to search with the right keyword to link English articles.
It would be so helpful to set up standard language static.
Thanks.
Tobias
Hi @...
Thank you for your reply. We think it would be a huge improvement over the 👍 or 👎 feedback which we currently have on the articles. The feedback comments would be visible only for staff (eg. as a Zendesk ticket).
Hi @...,
We are currently looking at how to make default search filters customizable. We are still at the discovery stage, so I can give you a specific date for the feature release.
Can you implement the same feedback option for users who aren't logged in (eg. public feedback for Zendesk Guide articles) please?
The feature rollout begins today and will continue on Sep 28.
Hi @...,
I confirm that there is an issue with Explore Report Capture dataset if Knowledge Capture app is disabled. We are currently looking how we can address it.
Hi Tetiana,
is there an news for my Dataset request in Explore?
Hi Tetiana,
thanks. May I ask another question, we disable Knowledge Capture APP in Q4/21 to focus on Knowledge in Agent Workspace.
Now my Explore Report Capture dataset is gone.
Is there a plan to put in linking from Knowledge into Explore?
Hi @...,
The flagged article has prefix "Feedback", it is translated to match the language of a ticket requester. Every flagged ticket gets the tag `knowledge_capture_flagged_article` so you can build triggers and macros around it.
Hi,
is it roll out?
I can´t see it in our instance.
Thanks
Tobias
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