Knowledge Article Templates

7 Commentaires

  • Ryan McGrew
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    Thanks for the feedback Steve!

    We've talked about a wider use of article templates internally. Would love to hear more about how you'd use them outside the KC app.

  • Eitan Blumin
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    We have a need for using templates outside the KC app as well.

    We plan on having several articles with the same structure, not based on existing tickets.

    One of those article types is what Zendesk already has as example KC templates (problem, symptom, solution or something like that). But we want to create a series of such articles in advance, instead of waiting for actual tickets.

  • Brad Marshall
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    We would also love to see templates for articles. For example, we have "service disruption" and "release notes" articles that always follow the same layout and sections. Currently, we have to open a previously created article, copy the HTML, and the past it into the new article. Would be great to be able to create a draft article that we can then copy for every new article that we need to create.

  • Kirk Anderson
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    I'd like to add interest in this topic. Our use case is slightly different, but could still benefit from templates.

    We recruit for several internships and programs within our company, and use the Guide to post articles about our application process. Each program we offer has various nuances, though, so we created header graphics to illustrate which program(s) a particular article applies to. I'd love to be able to create several templates with the various graphics so that my team can select a template and then write the needed article. Currently, the team must browse to a shared drive and identify the graphic that fits their article and proceed to upload into the article, and we are finding several team members forgetting to upload the header image altogether.

    Below is an example of the type of header image I'm looking to create templates for:

  • sakura.ticer
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    I'd also like to have the ability to use a template when creating an article outside of tickets--the use cases are: Release Notes and feature Set-up Guides. Is anything available yet? If not, what is the suggested workaround?


  • Hillary Latham
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    We also have a use case for this.  We are trying to build up internal only articles for reference by our agents (not for reference by customers) and we have different templates for explaining how to troubleshoot a specific bug vs how to troubleshoot generic issues in the software vs FYIs for recent customer communications or issues.  Often, we close tickets and go back and write articles later, so there is no ticket to link to the KC article - our agents just go straight to the guide.  It would be nice if we could have the KC templates available directly in the guide (it would also help agents have the visible and section already filled out).

  • Elizabeth Burke
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    Hi Ryan, has there been any development in this area? My company just upgraded to Zendesk Enterprise and we would like to make templates that are editable to our agents in the Guide Admin. We would like it if they were to go to the section they wanted to add the article in, add an article, and then choose a template to follow. From there they could edit the text directly from the editor. Right now, they will have to copy and paste the HTML from a previous article and use that instead of a premade article. Is there something in the works for this?




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