Currently, there is not an ability to create templated Guide help articles within the Guide Admin similar to the Knowledge / Knowledge Capture App.
We'd request the ability to have template articles with the ability to prepopulate titles, body of the article, tags, as well as have these templates in an easily accessible drop down for agents that are not creating articles from a ticket through the Knowledge app.
Business Impact: Having easily accessible, prepopulated template articles saves our agents time and thought in creating articles. This allows for quicker generation of help articles, less time taken in review, less stress in setting up articles, and less clicks on the articles themselves. Time savings are cost savings, allowing our teams to focus on what matters!
Current Workaround: There is only the ability to use template articles within the Knowledge app not within the Guide Admin itself. Content blocks do not fit this use case as they do not allow for neither the title, management/user segment, nor open to comment checkbox to be added as part of the content block.
What We'd Suggest Instead: Adding the functionality found in the Knowledge app to have easily accessible template articles within a drop down in the Guide Admin UI.
Thank you for upvoting this request so Zendesk will consider it!
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