Recent searches
No recent searches
Knowledge Center app should also search for "in progress" articles
Posted Feb 16, 2021
What is the problem?
- Work in progress articles isn't searchable with the Knowledge Center app
Why is it a problem?
- Multiple agents can work on the same issue and creating duplicate articles rather than improve / collaborate on one article. Especially when larger incidents happens and people get in touch with support for the same issue. Also, a large number of incomplete articles stack up (the solution wasn't yet know by the time) and there is a lot of work cleaning up the drafts.
How do you solve the problem today?
- We delete work in progress article older than one month. Loss of effort.
How would you ideally solve the problem?
- Let the Knowledge Center app search for "in progress" articles so the agents can collaborate on the issue
How big is the problem (business impact, frequency of impact, who is impacted)
- Impacting users by extended time to resolution
- Impacting agents by unnecessary double work and inefficiency
0
2
2 comments
Sabrina Dorman
+1
0
Sorin Alupoaie
Hi Kalle,
We've been working on an app lately that is addressing the search-related limitation you mentioned in this thread: agents can search for both draft and public/finished articles. The app is available on Zendesk's marketplace and you can give it a free try here.
0