David Hunter

+1  We would use it for sure.  Resetting the counters after a significant revision is relevant.

I was experiencing missing KC articles for a variety of reasons, all turned out to be related to my method of input.  KC articles need to be added directly via a ticket.  I suggest modifying the system to utilize a simple tag.

i.e. any article tagged:

knowledge_capture_brandA 

would appear in Brand A's KC.

Thank you, David

reference: https://support.zendesk.com/hc/en-us/requests/12182281

DJ Buenavista Jr., my issue is when they utilize the email channel.  Everything works perfectly if they log in to the portal and submit a request.

I am trying to force users to fill out the form and looking for the best practice in getting them to do so.  Is it simply a reply suggesting they log in and fill out the form?  Or, can we embed the form into the reply and say you must populate the required fields and hit submit, or the ticket will not be opened? 

DJ Buenavista Jr.,  thank you for the comments.  So the only option to force form usage is a triggered response asking them to log in and select a form.  I assume embedding form selection/required fields into an autoreply is somewhat tricky?  I would love to see an example of this.

Sorry if I missed this.  How does an emailed ticket respond to Required fields?

Great idea, Samuel.