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Pin Helpcenter articles with triggers



Posted Jan 28, 2024

Pin Helpcenter articles with triggers

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

We would like to automaticly pin helpcenter articles with triggers and automations. For example when a customers creates a ticket with a request for a refund. We would pin the internal ticket for how to process a refund to the ticket so our agents could find the routine.

This would make internal training much easier and rolling out new routines in our organization would become a walk in the park.

 

What problem do you see this solving? (1-2 sentences) 

It would drasticly reduce questions regarding internal routines or problemsolving when we have sufficient data in our tickets. I believe it would make the agent experience much more joyful when you dont have to look to far for assistance. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

On a daily basis we get tickets returned to our administrators because our users are insecure or not sure on how to proceed. This would probably reduce this down to the minimum.

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes we have made a trigger using webhooks to publish an internal comment, this works but its much work to maintain and we dont have a nice tool to create beautifully formed texts with illustrations. 

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

The ideal solution would be to replace webhooks with a simple function to automaticly pin an article with triggers and automations. I believe the helpcenter could be much more integrated with the ticketing workflow.


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I can see this being helpful, especially if a ticket ends up getting tagged for a specific workflow and then triggering the articles to be pinned. I know that the article Labels can improve search relevance, but is there a way to link tags and article labels together?

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Shawna James

Community Product Feedback Specialist

Hello Hyttetorget, thank you for taking the time to provide us with your feedback.
 
Can I point you in the direction of our product feedback template? This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. If you could, we would appreciate you taking the time to update your post and utilize the template to share more about the business impact from this lack of functionality and how you hope this solution to look in the future.
 
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Thank you so much Shawna for the instructions. I have updated the initial post to reflect the temeplate provided.

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I agree. As we have agents worldwide, this would increase efficiency with solving tickets without waiting for confirmation from management if they cannot find the right internal articles/documentation. 

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Tetiana Gron

Zendesk Product Manager

Hi everyone, thank you for taking the time to provide us with your feedback here. This is a great feature request and I have added it to the backlog for future consideration.

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