Knowledge Capture - Add One-Click "Link article (Internal)" function to make it faster and easier to get reporting on article usage
TL:DR - Add a "Link article (internal)" link to Knowledge Capture that inserts and saves an internal note with the article link without interrupting the agent workflow.
We use Guide and Knowledge Capture as an internal knowledge base, and are not getting a lot of information about actual usage. To link an article internally, you have to:
- Switch to "Internal Note"
- Click "Link article"
- Change save behavior to "Stay on ticket"
- Save ticket
- Change save behavior back to "Next ticket in view"
That disrupts the workflow (especially in PLAY mode) enough that our agents just aren't bothering to link articles, so our reporting is rather useless.
The idea would be to add a "PLAY mode"-compatible feature where Knowledge Capture always has a "Link article (internal)" button that associates the article with the ticket without interrupting the normal workflow. Clicking the link should create the link to the article and auto-save, keeping the agent on the same ticket.
In addtion, we should be able to drag a URL (from an external page) into a ticket and have the metrics automatically updated to show the linking of external pages to a ticket. That is an activity that is currently not recorded but is valid work that the agent is doing. Eg: Microsoft page, github, etc.
Hi Andrew S,
Thank you for the feature request! We are planning to introduce the ability to associate an article with a ticket in Knowledge in the context panel. You need to have Agent Workspace enabled to use Knowledge. Read more About Zendesk Agent Workspace.
Hi Mary Paez,
We are planning to simplify linking of the external content in Knowledge in the context panel. If you pre-set up the federated search in your help center, you will be able to search and link an external content in Knowledge. Read Setting up Zendesk Federated search in your help center. Reporting on the usage of the external content in Knowledge is not planned for the nearest quarters but we might consider that later.
This was a feature long overdue that let's us account for alot of agent activity in processing tickets! Thank You! The reporting is a must so we can add to the agent metrics. Can this be done thru the API?
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