How can we get access to multiple Article templates using the Agent Workspace Knowledge button?

4 Comments

  • Mary Paez

    This was ZD's reply

     

    "While checking it we found out that it is actually an expected behaviour. However, as there have been few enquiries about this subject, our Knowledge Capture team decided to make changes on it in order to have the article templates showing in both places equally.
    What is happening here is that the template article needs to be published to show in the Knowledge panel but the Knowledge Capture app still shows the template article which is not published.
     
    This will be changed in the future, so it will work exactly as with the KC app(you will not have to publish the templates in order to see them in the Knowledge panel)."

    NOTE:  This cannot be correct since all our templates are published!!!

    See screenshot

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  • Tetiana Gron
    Zendesk Product Manager

    Hi Mary Paez,

    Could you please check if you can still reproduce it? We have made some updates to the templates permissions in Knowledge. 

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  • Mary Paez

    Hi. Found out that the section that contained the templates was defined with Mark as Draft enabled. Once we disabled that setting (unchecked the option), all templates appeared.  Wanted to share this so others don't run into the same issue.

     

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  • Tetiana Gron
    Zendesk Product Manager

    Hi Mary,

    Unpublished template articles and templates from the draft sections should now be available in Knowledge without any workaround. 

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