Announcing article creation in Knowledge

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9 Comments

  • Sydney Neubauer

    Since you are able to create articles right in a ticket, does this affect handle time on the ticket? We do not want a 30 second handle time on a ticket to report as a 30 minutes handle time.

    The ideal case would be for it to report on how long the Agent spent creating the article separately from how long they spent on handling the ticket.

    3
  • Tetiana Gron
    Zendesk Product Manager

    Hi Sydney Neubauer,

    When you click on a blank article or an article template, the article editor is opened in a new tab. You initiate the article creation from Knowledge but you create articles in the article editor in Guide. If there is a knowledge gap and you want to prevent other customers from asking similar questions in the future, you can continue working on the article after you solve the ticket. In this case it won't affect the ticket handle time. 

    0
  • Sydney Neubauer

    Tetiana Gron to confirm, you aren't actually drafting/creating the article within Knowledge in ticket view? So it is pretty much the same behavior as the KCapp?

    0
  • Michael Landsman

    Would this be a feature to consider using when an Analyst is in after-call activities and finishing up documentation before resolving a ticket and identifies this as a new or unique issue that could qualify as a good candidate for a new Knowledge Article?

    0
  • Josh
    Zendesk Customer Care
    Hi Sydney!
     
    Thank you for messaging us. It's pretty much very similar but in Knowledge - you can immediately create with a blank article unlike with KCApp it needs to have a template.
    0
  • Tetiana Gron
    Zendesk Product Manager

    Hi Michael Landsman,

    I think this can be a use case for the feature. 

    0
  • Paul Kiersey

    I already have templates created that we used through the KC App, and these templates already include the KCTemplate label, but the templates don't appear in Knowledge.

    1
  • Tetiana Gron
    Zendesk Product Manager

    Paul Kiersey,

    Could you please create a ticket so we can look at the issue? 

    0
  • Kasper Sørensen
    Zendesk Product Manager

    Hi all,

    We've pushed an update to this functionality which fixes the issue that article templates where not showing up. We mistakenly only showed published articles with the KCTemplate label. Now we will also show draft/unpublished article templates as well.

    1

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