KCS | Need advice on processes
Zendesk's KCS flow is broken:
We want agents to create articles, but also flag articles. Why does creating an article go into the Guide portal/center but flagged articles create a ticket in zendesk support.
Anyone know how we can make this a more comprehensive process across guide and support? It is so broken :(
Right now, we have an idea to create a webhook when we create a new article in guide, which would then create a ticket in support. How else do folks manage the content flowing back and forth between support and the content team?
Hi Bobby Koch,
We have a feature on our roadmap that might solve this problem. After we release it you will be able to request an article from Knowledge in the Agent Workspace. As a result of the request a new Support ticket will be created.
I think your using custom app to flag article which creates ticket.
If you using custom app to create article i would suggest you to subscribe the users to the article. this way any changes to the article will be notified to the subscribed users.
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