Add a section on each article that lists the tickets articles are linked to over time

10 コメント

  • Mary Paez
    コメントアクション Permalink

    Further, if the Agent clicks on one of the ticket numbers, he/she can open the related ticket from that article UI.

    1
  • Stephen Belleau
    コメントアクション Permalink

    +1 - our team just started using the Knowledge Capture app and this was one of the agents' first requests. This would help agents be able to compare tickets linked to an article to better understand/troubleshoot an issue, and also makes it easier to follow up with customers when an issue is solved. 

    1
  • Ryan McGrew
    コメントアクション Permalink

    Thanks for the feedback!

    I agree that we could do a better job of linking tickets and articles together. Just a couple of questions:

    • Would you want every ticket to be linked here, or just from a particular time span? Last 90 days? Last week?
    • Where would you want this information accessible? Reporting, the knowledge base, end user interface, knowledge capture app? 
    • Can you explain a little more on how the ticket information would be used?

    One thing that isn't exactly what you're looking for, but you may be interested in is our Content Cues EAP which uses machine learning to determine links between ticket topics and articles.

    0
  • Stephen Belleau
    コメントアクション Permalink
    • Would you want every ticket to be linked here, or just from a particular time span? Last 90 days? Last week?

    Ideally every ticket - it would be fine if it only showed the ~20-30 most recently attached or recently created tickets with an option to "view more". 

    • Where would you want this information accessible? Reporting, the knowledge base, end user interface, knowledge capture app? 

    This should be visible to agents whether they've clicked on an article in the KC app, or in the knowledge base. It would be great to see this in reporting as well. No end-user visibility. 

    • Can you explain a little more on how the ticket information would be used?

    Mostly to help agents determine whether the article is relevant to their current ticket, by comparing other tickets. Definitely a similar use case to Content Cues, but since we support a ton of different products under a brand, I'm skeptical that Content Cues would be effective unless we had the option to add some sort of mapping to scope the results, like if ticket is in x group, only suggest articles from x section or category.

    1
  • Mary Paez
    コメントアクション Permalink

    I agree with this

    1
  • Jay Lee
    コメントアクション Permalink

    I'd also throw in the reverse scenario, from the ticket view I should be able to easily see in the KC App or App panel somewhere if a KCS article has been created from this ticket.  I know that you can look in through the Events log to see that, but it should be more readily available

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  • Nikolaj Zavalny
    コメントアクション Permalink

    >I'd also throw in the reverse scenario, from the ticket view I should be able to easily see in the KC App or App panel somewhere if a KCS article has been created from this ticket

    I could not agree more. That functionality is crucial when adopting KCS methodology.

    1
  • Mary Paez
    コメントアクション Permalink

    I don't think there would be that many tickets that the article is created from, but Agents should have the option of adding any related ticket to the private field in the article.  This allows a two-way connection between ticketing and knowledge:  I can find articles linked into a ticket & created from a ticket.  And, I can find any ticket associated with this article.

    0
  • Jay Lee
    コメントアクション Permalink

    Just an added thought on seeing what tickets have been linked to an article: however you choose to display that info, hopefully it will be clear which ticket the article ORIGINATED from out of that list.  

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  • Mary Paez
    コメントアクション Permalink

    Definately!  good to be able to differentiate 

    0

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