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Knowledge Capture feedback - any way to send notification to Article Author?

Mary Paez

Right now the Knowledge Capture feedback mechanism opens a new ticket on the system.  The notification gets sent to the knowledge Manager who has to foward the notification to the author of the actual article in question.

 

Is there anyway to modify this so that the notification is sent to the AUTHOR of the article who is the INTENDED audience anyway.  The middleman is not needed and should not have to use time to forward every message to the correct author.  

Would the trigger include an action such as (cant test b/c we dont have KC in the sandbox):  where the Assignee could be the author of the article in question?

10 Comentarios

  • Mary Paez

    Any update on this?

    2
  • Ryan Boyer

    I agree with Mary. I would like a way to set up the workflow for flagged tickets to go to the Knowledge Author or the Knowledge Owner of the article. It seems like this would be a more efficient workflow since that is likely the user who will be responding to the feedback.

    1
  • Dan Cooper
    Community Moderator

    For Guide Enterprise plans, I think you could do this by Group if the Article Owner is set as a Group - then you can notify the matching Support group that captured feedback has been received.  This feels like the closest thing - but it can be a wide net for larger groups to email everyone.  

    0
  • Alex Kolodzey

    I agree. It would be useful to have feedback directed to the author by default.

    0
  • Mary Paez

    Now that this is possible (came available this week), is there an easy way to configure each feedback to go to the respective author of the article?  Can you refer me to those steps?

    1
  • Alex Kolodzey

    I see that it has been added as well, but it says it's for Enterprise only (in the update post). I am on Professional and can see the option. Does this option have no effect for me, then?

    0
  • Ricardo Pinto
    Zendesk Digital Resources Team

    Hello @.... In your Support account go to admin >> Apps >>  Manage >> Knowledge Capture app. If you scroll down the app settings, you should see "Assign flagged tickets to the article owner".

    Now, the catch here is that the ticket won't be routed to the author of the article, but to the owner of the article. Usually, the author and the owner of the article match but they can both be changed.

     

    @... this change is for Guide Enterprise customers only. 

    1
  • Farooq

    Hi Ricardo,

    in new zendesk , am unable to find the navigation for the above, can you share the same for new version.

    0
  • Farooq

    https://support.zendesk.com/hc/en-us/articles/4408833088282-Setting-up-your-workflow-for-flagged-articles-#:~:text=To%20automatically%20route%20tickets%20to,Click%20Update.

    0
  • Ricardo Pinto
    Zendesk Digital Resources Team

    Hello Farooq

    That is because in Knowledge that feature is built in and enabled by default. Flagged tickets should be redirected to the article owner by default.

    0

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