Zendesk Article templates

6 Comments

  • Jupete Manitas
    Zendesk Customer Care

    Hi Tony, thanks for writing in! 

    At the moment there is no method to create article templates, unfortunately, however, there is an article template when using  Knowledge in the context panel or the Knowledge Capture app. In Guide is not yet available. 

    I was able to find a community post where this similar subject is being discussed, please take a look at it here - knowledge article templates.

    Also, I will be sharing the Help Center API docs which will have more control of the feature involved in any tasks you wish to accomplish:

    Thank you!

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  • Tony Maninha

    Hello Jupete,
    I have created the article templates and I see that I can pick a template with the Knowledge Capture App, but if I create an article in Guide the option is incomplete because no templates show up to pick from, which is an incomplete feature.

    I actually worked with Zendesk in 2015 and helped develop the requirements for this KCS feature when I worked for another company.

    Also, is there a way to prepopulate the template using the Article API with Case data?
    In terms of you guys being KCS compliant, it is one of the main asks and features you guys need to have.

    The module is rather incomplete and I do hope that in your Roadmap the Product Managers have this in the pipeline already...

    Create content in the customer context and capture in the moment it's part of the Solve Loop process of KCS.

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  • Jupete Manitas
    Zendesk Customer Care

    Hello Tony, I'm afraid, there is no way yet with the article API endpoints to prepopulate the template in the Guide Admin. But as per the comment from one of our product managers in this product feedback post, this is on the roadmap and hopefully, this will be completed this 2022. Thank you!

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  • Tony Maninha

    Jupete,
    Would you mind sharing what can be done with the Article API then?
    This feature is rather incomplete... Why can't we create articles using an existing template and that option is available in the Knowledge Capture App?
    Why do we have to copy/paste the Case comments to a new KA instead of being populated right away?
    That actually is a requirement from a KCS perspective if you guys ever want to become a KCS certified solution, which is not the case at this point.
    It is a bit disappointing because you guys do have a good Case management interface and Metrics but the Knowledge piece is lacking some serious attention. 

    Can you guys have a Product Manager share the roadmap for knowledge and what features are you guys wanted to release this year?

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  • Jupete Manitas
    Zendesk Customer Care

    Hello Tony,

    There is a way to use the templates but limited to the Knowledge context panel that is available inside the agent interface. While API can be used outside using 3rd party integration/system, one sample is that you can create multiple contents in another tool, or you created translated content outside Zendesk and put all the ready content into your Guide using Help Center API. In terms of the roadmap, we don't have the resources available with us but our product managers will normally post an official comment or announcements through the product feedback they are following and the same it will be posted in the announcement sections if in BETA. 

     

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