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Article ID or URL as system field for Knowledge feature feedback



Posted Sep 24, 2024

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)

I would like for the tickets created by agents flagging articles in th Knowledge feature to automatically have the article ID or language agnostic URL populated in a field. This would help the knowledge management team prioritize and sort feedback from agents in tickets rather than just in data.

 

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

We have implemented agents providing feedback when they downvote an article which provides us with the article URL. The knowledge management team finds this incredibly helpful for organizing their work. Right now there are two sources for feedback and we'd like to consolidate into one.

 

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)

This happens daily when agents provide feedback. 

 

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

The team is sorting their view by URL and thus prioritizing non-in-line feedback from agents.

 

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

When a ticket is created via the Knowledge feature feedback, the article's ID and/or language agnostic URL is stored in a ticket field. This data is available in the attributes in Explore but not on the ticket.


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Shawna James

Community Product Feedback Specialist

Hey Monica,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. 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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