Knowledge Capture - Edit Article

5 Comments

  • Chandra

    We also need the ability to report on actual article updates, as opposed to flagging for updates. Following the KCS methodology, most of our agents have permission to update existing articles and are strongly encouraged to do so. For this reason, it is important to make updating easy (no approval bottlenecks) and report on the percentage of tickets with article updates. Requiring them to flag an article first so that it can be tracked is just adding an extra step (and an extra ticket). 

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  • Ryan McGrew
    Zendesk Product Manager

    Thanks both for the feedback. We do provide reporting on article edits by agents in the Team Publishing in Insights reporting in Guide Enterprise, however it is not linked to tickets / Knowledge Capture app events as you're pointing out here.

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  • Chandra

    Hi Ryan - Is Team Publishing available in Explore?

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  • Ryan McGrew
    Zendesk Product Manager

    Unfortunately not at this time. It's something we'll be working on as we move away from Insights. 

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  • Lesley Heizman

    hey Ryan McGrew, came across this and was wondering something similar-I think it would be awesome if an agent could link to an In Progress KB article as part of their ticket screen in Support so they can easily pull it up while working on a case and make edits/notes/etc. to fully fill lit in before publishing. Are there any plans for this in the roadmap or anywhere I could submit this? Right now we've decided to name the in-progress article with the case number so they can easily find it in Guide and refer back to it. Would love your thoughts! 

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