Creating an Help Center Article from a ticket

18 Comments

  • Wes Drury
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    @Luke - I believe this is what you are looking for.

    https://www.zendesk.com/apps/ticket-to-help-center/

    Let me know if you have any further questions.

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  • Luke Feliciano
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    Hi this is only partially what I'm looking for. I'd like to post the entire ticket and not just a comment at a time. 

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  • Wes Drury
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    @Luke - Got ya, the idea behind this app is that you create the solution to the issue within the ticket and then post it to the Help Center, make it nice and pretty so that end users can find the solution before another ticket is created.

    There is nothing is place today that will allow you to post the entire ticket unless you develop something yourself.  Goodluck.

     

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  • Chandra
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    We are in the midst of implementing Knowledge-Centered Support (KCS) using Zendesk and a major part of this is being able to easily create KB articles from tickets. We have planning to rely heavily on the Ticket to Help Center App to accomplish this, so I have two comments with regard to this:

    1. Being able to convert an entire ticket, somehow, rather than a single comment, would greatly improve the experience for our agents. Part of KCS involves the ability to add content to the article as you work through the ticket, and being able to put together the various pieces from within the entire ticket rather than a single comment would help with this.

    2. I am concerned about the move from Markdown to Rich Text in the ticket comments and how this will affect the Ticket to Help Center app. I know the Ticket to Help Center App converts Markdown to HTML, but will the app convert Rich Text to Markdown? I am really afraid when the Rich Text editor is implemented our KCS process will breakdown. Is the Ticket to Help Center App a Zendesk App or third party? Is there anyone who could speak specifically to this app and how it will be impacted? 

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  • SL Support
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    @Chandra, @Luke, just wondering if you ended up using the Ticket to Hep Center App or some other custom solution. We're currently researching options to implement KCS on Zendesk. Any insights would be appreciated.

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  • Chandra
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    Hi Mirna,

    We are using the Ticket to Help Center app and it has been working pretty well for us. We use a Macro with Markdown for formatting and placeholders to pull in text from custom fields to serve as a template that creates a ticket comment. Then we use the Ticket to Help Center app to create the article from that ticket comment.

    The Ticket to Help Center app isn't an officially supported Zendesk app and hasn't been updated in some time and it doesn't seem that anyone will be updating it. A while ago an update in Zendesk caused there to be some issues with extra line breaks in the resulting article, which is a bit of a nuisance. Also when they changed the article editing interface the Edit links in the app stopped working, so I had to have someone download the source code for the app and remove the links because we couldn't figure out how to change them to point to the new URL used for editing articles. Otherwise it's working fine, but the lack of support has me a little leery since we rely so heavily on it.

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  • SL Support
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    @Chandra, thank you for sharing this information, it's definitely helpful. I'm updating my comment because I was able to make the app work without forms for now, but I need to do further testing to confirm it would work for us.

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  • SL Support
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    @Chandra I'm trying to find the app on the Zendesk repository on GitHub but it doesn't come up. Would you remember the name that you guys found it under when you downloaded the source code? 

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  • Chandra
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    Hi Mirna,

    I'm not sure what features are included with the forms add-on, because it was included with our plan. You would need to be able to create custom fields for your tickets in order to do what we're doing with pulling in field values via placeholders in a macro. You could always copy and paste that info into the resulting macro template from other internal ticket comments though as a workaround, or type it in manually after running the macro.

    This is where I downloaded the source code for the Ticket to Help Center app: https://github.com/zendesklabs/ticket_to_helpcenter

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  • SL Support
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    Than you for sharing this information, I appreciate it. I noticed we can use custom fields with the app, it works OK, except for the Edit links as you pointed out. I thought about copying the content from another internal comment or directly typing it it but I wondered if that would be OK from the KCS perspective (i.e., "capture in the moment). It's probably OK. Thanks again for the information!

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  • Heather Cook
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    Hi Team,

    I actually like the app that Wes originally posted, however the biggest flaw with it is that I can't choose which helpcentre to create the article in. Is this feature coming?

    Thank you

    Heather

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  • Ryan McGrew
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    Hey All,

    I'd like to recommend that folks check out the Zendesk Knowledge Capture Application. We released this as part of Zendesk Guide Professional last fall. It is built by the Zendesk Guide team and has support for KCS Templates, Multi-brand and more. Let me know if this is helpful to you.

    Thanks!

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  • Heather Cook
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    Hi Ryan,

    We actually have the Knowledge app installed and to be honest it is missing functionality we would like for creating an article. If the ticket to help centre let you choose which help centre to make an article from then that would be perfect.

    Thanks,

    Heather

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  • Stuart Buddrige
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    Hi,

    I have downloaded the Ticket to Help Center app for my company's Zendesk and I've been putting together a workflow process to get Knowledge Articles created and published via our website. At present, I can only seem to select 1 comment from the Zendesk ticket to create a Knowledge article from - is this by design or am I missing something simple that will enable me to select multiple tickets?

    Additionally, I have a question about the 'Enforce Draft' option in the Settings page. When I enable this and somebody creates a new Knowledge Article, they can still check the 'Promoted' checkbox (though this doesn't appear to actually promote the Knowledge Article as it is in draft status when I check in the 'Manage Articles' section. So my question is, is there a way to disable the 'Promoted' checkbox when the 'Enforce Draft' option is enabled?

    Thanks,

    Stuart

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  • Justin Smith
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    Thanks for the questions Stuart!

    For your first question, I believe that this is in place by design. The inception of the app would be a way for you to take a customer question on a ticket and develop an article directly from that. While I myself am not the developer behind the app, my guess is that limiting the design to only one comment at a time allows for easier transitions between the ticket format and the Help Center article formatting.

    For your follow up question, from what I can tell determining whether the article is "Promoted" is a completely separate condition from whether it's in Draft mode or not. Articles that are in draft mode within the Help Center can be set to a promoted article and they won't appear until they've been published, so their visibility isn't something you'd need to be overly concerned about. It doesn't look like there is a way to restrict that setting, so my guess for that is that the developers of that app didn't think to put in a condition to limit the functionality in that way.

    Apologies that both of the answers here seem to be more on the side of a no than a yes, however we are always looking for ways to improve the system. Being that this is a Zendesk Labs app I don't know how urgently changes to that would be made, however if you can provide us with some use-case examples for how these changes would improve your overall workflow, it helps in our decision making for what to change/improve.

    Thanks!

     

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  • Stuart Buddrige
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    Hey @Justin,

     

    Many thanks for the in depth response - much appreciated. I'll be in touch if we can provide you with relevant use-cases.

     

    Thanks again!

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  • Michelle Hancock
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    @ryan McGrew @wes Drury

     

    Is Ticket to Helpcenter gone? I get a 404 when I go here: https://www.zendesk.com/apps/support/ticket-to-help-center/

     

    I'd really love to scope this to see if we could use it to easily convert tickets into HC content on our team. 

    Can you tell me what the biggest differences are between Ticket to Helpcenter and Knowledge Capture Apps? 

     

    Thanks in advance

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  • Madison Davis
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    Hi Michelle! Unfortunately, the Ticket to Help Center app is no longer available. It was a Zendesk Labs app, meaning it was created experimentally, and is no longer being developed. The Knowledge Capture app is an in-product feature and meets the same goal of capturing in-ticket knowledge and turning it into Help Center content. Sorry to be the bearer of bad news!

    -1

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