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Feature Request - KCS Article Visibility in Zendesk Tickets
Posted Apr 06, 2023
Hello!
We would like to be able to visually see somewhere on the ticket that it was linked to a KCS (Guide) Article or that a KCS (Guide) Article was created. This seems to be a current gap in Zendesk as currently you can only identify it if you scroll through the ticket and find the hyperlink or utilize Explore to try to identify that an Article was created or linked. There is nothing visually on the ticket that is visible to show that an article was created for it.
This would allow engineers to quickly identify tickets that they still need to complete this on and continue to help with our efforts to create content for our users and engineers.
Preferably this would involve tags so that we can build better reporting because what currently exists in Explore is super inconsistent and inaccurate at times.
We would like to avoid a manual process that requires engineers to do the documentation as that is inconsistent due to human error and we really would like to make things easier on our engineers.
Appreciate the consideration and happy to provide additional context if needed.
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2 comments
Tetiana Gron
Hi Lindsey Beauregard thank you for taking the time to provide us with your feedback! I understand your request; however, at this time, we are unable to commit to prioritizing this feedback.
You can find linked and created articles in the ticket history, but as you mentioned, it requires scrolling through the ticket. Additionally, you can try creating a macro that will update a ticket with a tag, but this will also require a manual step.
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Marshall Taft
Another Item I believe is missing here is the fact that there can be several articles within a ticket and we can't indicate which is the one that ultimately resolved the ticket. Considering troubleshooting is part of the process it's not uncommon that various items are tried and result in one working or a new one needing to be created or edited.
As such we lose confidence in what articles are linked when evaluating ticket deflection opportunities as we can't definitely identify what articles were the key to resolution when evaluating large quantities of tickets.
Having visibility for engineers to know if it's linked or not in the ticket view and being able to identify one specific is key to downstream improvement of our solutions.
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