Knowledge Capture Flagged Article Routing Workflow Improvements

6 Comments

  • Dan Ross
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    Seconded! Any organization with multiple tech writers/ content authors could benefit from the ability to route KC requests more precisely. 

    3
  • Heather Rommel
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    We agree! We have thousands of articles getting flagged and feedback. We would like something to trigger off of to route these accordingly.  For us, a way to assign the ticket to the original author would be best.

    0
  • Martin Hwang
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    I would love to find a solution to this question.  Or is there a way to make the label on the article become tags so we can route based on labels?

    0
  • Mary Paez
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    Yes. I had posted something similar into the Community on this.  Right now, I have to act as middleman.

    1. Agent creates article feedback.
    2. A feedback ticket is created.
    3. I receive the email that someone flagged an article.
    4. I have to open ticket, copy the URL to the article, screenshot the feedback, get the author article name and send an email to the owner of the article.
    5. Author updates and republishes the article.
    6. Last, I close the feedback ticket

    Since more an more of our 100 agents are using article feedback as a way to maintain the KB, I am getting innundated with these actions.

     

    A better solution would be:

    1. Agent creates article feedback.
    2. Email sent directly to article owner.
    3. Owner updates article and republishes.

    This involves no tickets in the system and the communications are direct to the person involved.

     

    0
  • Andrew Collins
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    It appears that Zendesk have part solved this with the introduction of the Article Ownership feature. While it has been implemented for article verification, it appears that Zendesk would build upon this and use the value of the article owner also for routing of KC App flags (see comment from product manager Ryan McGrew). I would love to see this implemented soon. 

    0
  • Mary Paez
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    That would be a great enhancement as these feedback tickets are not necessary.  A direct notification to the owner would be best.

    0

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