Add a category filter on the Knowledge Capture app

13 Comentarios

  • Stephen Belleau

    If this is implemented, it would be great to have a way to automatically set the default category or section filter based on a ticket property, for example a custom dropdown field that we can set via trigger when ticket is assigned to a group.

    1
  • Ryan McGrew
    Zendesk Product Manager

    Quick question - Would it make sense to allow it as more of a "search operator" so I could search something like "category:FAQ <search-terms>" kind of like Google operators.

     

    Thanks!

    0
  • Mary Paez



    In our particular case, we have one Guide.  All our product articles are in that one guide (only 1 segment). We differentiate between products by using different categories (each product is a separate category). Then, under each category, we have product areas (sections). Each article section corresponds to a ticket product area.

    So, when a new ticket comes in, instead of searching the entire KB for a solution, the Agent can search the product section that the ticket is referencing.  This really reduces the # of articles that they have to go thru.

    From what I understand is the current Knowledge Capture search doesn't always find what they need, so they have to scroll & scroll thru alot of unwanted articles.

    So, to answer your question, the search enhancement should not only be done using keywords but also by Category --> section.  Here is an example of one product (category) and its corresponding product areas (sections):

    1
  • Ryan McGrew
    Zendesk Product Manager

    Thanks Mary,

    I understand. I was wondering if you wanted a drop down kind of like the brand or locale drop down, or would agents find it more useful to type operators like "category:'Veeva Vault' api docs" in order to limit down where they're searching. Trying to determine what you would think the best interaction would be.

    0
  • Mary Paez

    The easiest for the Agent would be a drop-down list that mimics the categories & sections we see thru the Manage articles UI.  The less typing the better!

    1
  • Nicholas Erickson

    My teams would benefit greatly from the ability to filter, or generally have a more granular way, of viewing Help Center articles within the Knowledge Capture app. 

    1
  • Brett Bowser
    Zendesk Community Team

    Thanks for taking the time to share this with us Nick!

    1
  • Nicholas Erickson

    Of course, Brett! Let me know if you have any questions about my teams use cases.

    0
  • Cale Shapera

    Our team would also find this immensely valuable.

    We would actually prefer to be able to filter search results by label over category, but we would be delighted at any enhanced search functionality in the knowledge capture app.

    3
  • Viktor Wyot

    Absolutely agree with this. In cases where a guide is used as a centralized internal kbase for a company, and you have categories that do not apply to the ticketing service (HR information, etc...), having the ability to exclude those categories from appearing in the knowledge capture app would be incredibly useful

    2
  • Joel Mayer

    +1 for filtering or any enhanced searching in Knowledge Capture

    1
  • Mary Paez

    We would also like other types of search criteria:

     

    • Product help documentation or 3rd party sites from KC app so agents can get linking credit for adding these links into tickets
    • Search by agent
    • Search by Product or Product area
    • Search by label (eg: Answer Bot product label)
    1
  • Max Kharkavyi

    This is a must feature that currently blocks adoption of new Knowledge Base system within my organisation. 
    We used to and still post Release Notes to Support Portal. There are quite a few of them, so that practically all of the incoming tickets have Relase Notes as top suggestions. 

    It appears to be rather easy feature request, that receives a lot of fraction on Community and still not delivered in 2 years? 

    Can I suggest Zendesk open sources Knowledge Capture app and I'm sure community will handle it? 

    Upvote the idea to open source if you think your organisation could contribute. 

    1

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