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Announced on |
Rollout starts |
Rollout ends |
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September 29, 2022 |
September 29, 2022 |
October 3, 2022 |
We are excited to announce that you can now submit an article request from the knowledge section in the context panel.
What’s changing, and why?
When you are working on a ticket, you can identify missing information in the knowledge base. For example, if you think a new article will be helpful for your customers and colleagues, and will deflect similar tickets in future, you don’t need to interrupt your work to write the article. Instead, you can submit an article request from the knowledge section in the context panel. As a result, a new ticket will be created with the description of the requested article and an optional link back to the ticket you were working on when you initiated the request. See Creating and requesting articles in Knowledge.
How will this affect me?
Article request tickets are assigned the prefix “[Request for article]” in the title and include the knowledge_request_article tag.
By default article request tickets are unassigned. If you want to automatically assign or perform other actions on these tickets, you can set up a trigger. See About triggers and how they work.
What do I need to do?
The feature will be rolled out automatically to all accounts that have Agent Workspace enabled and Suite Growth or Guide Professional and higher.
6 Comments
One of those tiny feature releases that unlock so much potential flows to improve self service content.
Love it!
This is an amazing feature! Totally agree with you Thomas Verschoren. It's the little things that really count and help improve workflows.
This feature would be amazing if it left a little note on the ticket indicating that an article request was created off the back of the ticket. This would let other agents know who happen to be looking at the ticket that an article request has already been submitted by another agent. Alternatively, at least show something in the events an article request has been submitted off the original ticket.
Will you be adding to the default Explore dashboard the volume and performance of article request tickets?
Hi Amie Brennan and Kelsey Davis,
It is on our radar to add events for Request an article to logs and Explore but I don't have a timeline for this.
Thanks Tetiana Gron - do you plan to record which agent makes the request initially - if they are not the assignee on the ticket the request comes from and if they are changed from being the requester on the ticket that is created as a result? If you don't know right now can you add this as a consideration?
Kelsey Davis, I'll add it as a consideration. Thanks!
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