Knowledge Capture articles
Hello,
Is it possible to create a view for all recently created knowledge articles or alternatively is it possible to prevent a ticket from being closed without a knowledge article being created within that ticket?
Thanks
Gerard
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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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