Add a category filter on the Knowledge Capture app
To help reduce the # of articles returned in a Knowledge Capture search, it would be a great enhancement if ZD can add a Category & section filter in the Knowledge Capture search box. This way the agents can search for a particular category & section more easily esp if they know which category/section the problem pertains to from the ticket.
If this is implemented, it would be great to have a way to automatically set the default category or section filter based on a ticket property, for example a custom dropdown field that we can set via trigger when ticket is assigned to a group.
Quick question - Would it make sense to allow it as more of a "search operator" so I could search something like "category:FAQ <search-terms>" kind of like Google operators.
In our particular case, we have one Guide. All our product articles are in that one guide (only 1 segment). We differentiate between products by using different categories (each product is a separate category). Then, under each category, we have product areas (sections). Each article section corresponds to a ticket product area.
So, when a new ticket comes in, instead of searching the entire KB for a solution, the Agent can search the product section that the ticket is referencing. This really reduces the # of articles that they have to go thru.
From what I understand is the current Knowledge Capture search doesn't always find what they need, so they have to scroll & scroll thru alot of unwanted articles.
So, to answer your question, the search enhancement should not only be done using keywords but also by Category --> section. Here is an example of one product (category) and its corresponding product areas (sections):
I understand. I was wondering if you wanted a drop down kind of like the brand or locale drop down, or would agents find it more useful to type operators like "category:'Veeva Vault' api docs" in order to limit down where they're searching. Trying to determine what you would think the best interaction would be.
The easiest for the Agent would be a drop-down list that mimics the categories & sections we see thru the Manage articles UI. The less typing the better!
My teams would benefit greatly from the ability to filter, or generally have a more granular way, of viewing Help Center articles within the Knowledge Capture app.
Thanks for taking the time to share this with us Nick!
Of course, Brett! Let me know if you have any questions about my teams use cases.
Our team would also find this immensely valuable.
We would actually prefer to be able to filter search results by label over category, but we would be delighted at any enhanced search functionality in the knowledge capture app.
Absolutely agree with this. In cases where a guide is used as a centralized internal kbase for a company, and you have categories that do not apply to the ticketing service (HR information, etc...), having the ability to exclude those categories from appearing in the knowledge capture app would be incredibly useful
+1 for filtering or any enhanced searching in Knowledge Capture
We would also like other types of search criteria:
- Product help documentation or 3rd party sites from KC app so agents can get linking credit for adding these links into tickets
- Search by agent
- Search by Product or Product area
- Search by label (eg: Answer Bot product label)
This is a must feature that currently blocks adoption of new Knowledge Base system within my organisation.
We used to and still post Release Notes to Support Portal. There are quite a few of them, so that practically all of the incoming tickets have Relase Notes as top suggestions.
It appears to be rather easy feature request, that receives a lot of fraction on Community and still not delivered in 2 years?
Can I suggest Zendesk open sources Knowledge Capture app and I'm sure community will handle it?
Upvote the idea to open source if you think your organisation could contribute.
+1 to this.... Is there a feature request for this open?
Can we have an upadte on that feature?
It would be very helpful and I see that it's a long time it's require but we have no news on a deadline?
Is it consider in your Roadmap?
What are the best practices to use the Knowledge captur app?
Thank you very much,
Hi everyone! Thank you for all your input! We have recently released Knowledge in the context panel (see Searching linking and quoting content in tickets). It addresses some of the mentioned Knowledge capture app limitations. Thus, we added two additional filters Content Type and Article Placement. Article Placement allows to filter search results by categories and sections. We continue working on Knowledge and the next on our roadmap is to show external content from the federated search in Knowledge search results, (see Setting up Zendesk Federated Search in your help center).
My current issue if the default filters. We should be able to customize these for specific agents.
Hi Christopher Wooten! We are looking at how we can improve the default experience.
Hi Tetiana Gron
Just jumping off the back of Christophers, this is something would be brilliant if we can incorporate, as the agents are currently being filtered to external help centre articles not internal.
Let me know if there's been any movement on this, be much appreciated!
Stevey - Shell Energy.
Hi Stephen Chahar and Christopher Wooten,
You can customize default search filters in Knowledge. Check our announcement Announcing Knowledge filter settings.
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