I am really surprised that Zendesk just stopped developing anything KCS related for the knowledge base. Zendesk needs to comply with KM and KCS (https://www.serviceinnovation.org/kcs/) best practices. The knowledge app allows you to create an article from a case by selecting an article template, however, you have to copy and paste the Case notes (wrong behavior!). Let’s be really efficient and complete this INCOMPLETE feature:
- Ability to create a KB article from a case, select the proper template, and transfer automatically the case notes without copy and pasting.
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