Knowledge Capture appl - Problem when article used and removed from ticket


4 Comentarios

  • Comentario oficial
    Deepa Daniels

    Hi Mary,

    Knowledge Capture app update.

    You can now remove linked articles from a ticket before submitting and they won't be linked in the ticket or reporting. You will need to click 'x' next to the linked article label in order to un-link. Learn more 



  • Jessie Schutz
    Zendesk team member

    Hi Mary!

    This is a good question, but I don't actually know whether this is intended behavior or not. I'm going to find somebody who can help you out!

  • Dan Cooper
    Community Moderator

    I agree with Mary, I think there should be a separation in reports as there are times where something might be clicked to demonstrate, or even accidentally that shouldn't count in reporting.

    I wouldn't be opposed to having the data captured in the timeline to see if there are trends in linking/unlinking - but there should be a way to report on the final state of a ticket in relation to linked activity. 

  • Mary Paez

    Hi Deepa -  Thank you for the fix to KC!


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