Knowledge Capture articles

1 Comments

  • Nicky Lilja

    Hi Gerard, 

    I love the Knowledge Capture app and use it to track links and created articles from it. By using Zendesk Explore I can build many different reports. 

    I really like your idea of not being able to close a ticket without a knowledge article being created, however I would like to add, or a linked article. In this way an Agent can either create knowledge when it is missing or link to existing knowledge. 

    We have this as a process and have reached what we call a "participation rate" (according to KCS) of 80%. Meaning that in 80% of our tickets we have either a create article event or linked article event. 

    I can get back to you on what types of reports I use in explore if you find it useful. :)  

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