Announcing Request an Article in Knowledge

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6 Comments

  • Thomas Verschoren
    Community Moderator

    One of those tiny feature releases that unlock so much potential flows to improve self service content.

     

    Love it!

    1
  • Amie Brennan

    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. 

    0
  • Kelsey Davis

    Will you be adding to the default Explore dashboard the volume and performance of article request tickets?

    1
  • Tetiana Gron
    Zendesk Product Manager

    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. 

    1
  • Kelsey Davis

    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?

    1
  • Tetiana Gron
    Zendesk Product Manager

    Kelsey Davis, I'll add it as a consideration. Thanks!

    2

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