Knowledge Article Templates
Hi, I have 2 knowledge article templates setup using the knowledge capture app. This works great when you are starting with a ticket. How can those same templates be used if the agent doesn't start with a ticket? The main use case it that they are in Guide and click Add Article. They are presented with a blank page instead of being asked to choose a template.
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.
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?
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.
Same here! We would love to have templates for our different article types so that I can delegate some writing to my team with confidence that the articles they create will follow our brand voice guidelines!
REALLY WANT THIS! +100000 thumbs up
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:
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).
Hey Zendesk any update or information on this one as it's been open for nearly 2 years now :)
My team also is looking for an option to invoke templates from "Add" Article. Is there an update on this requirement.
Dear Zendesk team,
Our team is also interested in using article templates for Zendesk Guide, it would be great to have this feature.
Do you have any update on this?
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?
Hey Zendesk, are you listening?
I also need this. I have repeated types of announcement articles we created, and I want staff to be able to use a template for this.
Any movement on this?
We have a need for using templates outside the knowledge capture app as well. We plan on having several articles with the same structure and these are articles that we would create in advance of getting tickets, like for a new product release or a feature change.
I'm in the same boat as everyone else. We have a series of templates our support staff can leverage when creating knowledge articles from Knowledge Capture on the ticket, but you can't leverage them when creating knowledge outside a tickets. Pretty limiting if you want knowledge created from teams outside support.
I'm interested in how people are working around this? So far the only option seems to be: "Currently, we have to open a previously created article, copy the HTML, and the past it into the new article. "
Has anyone found a more elegant way around this?
We have a HUGE focus on our Knowledge Content and just hired a Knowledge Content Manager. We have a tremendous need to use the templates directly in Guide as we are bringing articles over from a 3rd party app, standardizing the format and cleaning up each article prior to publishing them. Our KCM does not work in the Support app, so it's a bit frustrating when he can't access the templates he created directly in Guide. I hope to see this improve in the near future. Thanks!
This would be beneficial to our team as well. It would be nice to maintain a repo of templates within Zendesk instead of having to keep a list in Google, etc. or copying another article. We have various bits of source code each article needs (and can't be put into a traditional article template, since it is part of the body) and it would save our agents time and confusion from trying to remember, or having to perform, the process each time a new article is created.
Thanks for the feedback here. We are currently full steam ahead on Content Blocks. While this doesn't directly answer the need for templates right now, it does introduce some underlying changes and ability to reuse content between articles. We intend to build better template support on top of this foundation, likely in 2022.
My KCM needs to be able to leverage the templates that he's created without having to find/copy/paste every time he or one of his cross-functional partners needs to create new content. He works outside of the Support app and I'd like to keep it that way since he has very little need to work in/on Support cases. Even if he was more involved with tickets, giving him the ability to use those templates in both places makes the UX that much better and would give us the ability to be more efficient/scaled in his process.
This knowledge module is very incomplete...
Reminds me of having four flat tires but only one is changed... Car still runs but three tires are still flat and the road to the destination will be treacherous...
- Why can't we create articles from scratch using an existing template but that option is available in the Knowledge Capture App?
- Why do we have to copy/paste the Case comments to a new KA instead of being populated right away?
- Can the Case Management and Article API be used to accomplish this goal?
From a KCS perspective that is not acceptable.
Zendesk has a great Case management interface and Metrics but the Knowledge piece is lacking some serious attention.
Is it possible for a Zendesk Product Manager share the roadmap for Knowledge and what features are you guys wanted to release this year?
A feature like this would be a game changer, for all of the reasons already mentioned (announcements/updates, general management, new HC builds, etc) + there's a real push lately from many companies looking to reorganize their Help Centers. I've found myself trying to clone articles like we can triggers or macros a few times, so even that functionality would be hugely helpful?
Use example for cloning:
Obviously cloning could at least remove copy/pasting for structure, but in many instances, we find that an article would benefit from breaking into two very similar but slightly different topics or articles (for a general restructure, but also based on an increase in certain types of tickets or new features).
Being able to clone something for the content as well as the article settings would really helpful to reduce the time to draft the new article + ensure that the settings and even labels align. I find it a lot easier to edit or remove certain settings than to start from scratch each time, especially when doing this on a large scale.
I wanted to chime in as another customer requesting the ability to use templates to create articles from inside Guide. This was a feature of the previous knowledge base I used. This helps us create more consistent documentation for our customers and helps our analysts create better documentation from the start.
For example, in Guide if I go to Add > Article I want to be able to fill in the usual info (Managed by, Visible to, Publish in Section, Author, Owner, Labels, etc) and then select a template to start from. Instead of seeing a blank screen to start from I'd like them to select from a small list of available templates and start from something like this:
Hi Zendesk team,
Can we please get an answer as to whether you're ever planning to add this feature from the Guide portal? Surely, there are enough responses below this post to show that this would be hugely beneficial to your users.
It seems that you already have the KCTemplate tag so having another drop down in the Guide section that could leverage articles tagged with this. If you're not planning to add this feature, could you tell us why you think that this isn't necessary/can't be done?
Why do you need to have workarounds and spend countless amounts of money in APIs, integration when Zendesk just needs to to fix what customers need?
They said their priority was content blocks, let’s move on past that because content creation and seamless integration and ease of use should be the word of order.
ZD needs to listen to their customers:
- Why can’t we create articles using the existing templates?
- Why do we need to copy and paste?
The feature already exists in the knowledge capture app.
I do like the product, I like ZD don’t get me wrong and I use it everyday. But ZD makes a terrible job listening to the customers needs vs wants that someone demands in order to renew the contract with Zendesk.
I had the same question, but I think I found the answer.
There are two types of templates.
1. The templates that are used in the HC Knowledge Capture and that you create according to https://support.zendesk.com/hc/en-us/articles/115002374987-Creating-templates-for-the-Knowledge-Capture-app- Guide-Professional-and-Enterprise-
2. The theme templates, which unlike the previous ones, are edited through the theme code. https://support.zendesk.com/hc/en-us/articles/360001948367-Adding-multiple-article-section-and-category-templates-to-your-theme
The drop-down list when creating an article refers to the second, so it is not a content template. It is a template for editing the way an article is displayed in the help center.
At the moment, our solution will be to create articles with editing restrictions and ask the writers to duplicate them.
We also recently asked about this from ZD live chat support, but all I got was basically "go create feature request".
Our use case is pretty straightforward - there are many support articles we want to create before the questions come up through tickets (where the knowledge capture thing could be used). Because of the KC functionality, the template selection field is even already there. Why on earth can't they build this feature?
Any updates on this Ryan McGrew?
Are any KCS features being worked on?
We really need templates in guide...
Hi there! Just checking in if this was something that could be addressed. thank you!
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.
It makes me really sad and disappointed that you guys don't really listen to the customer:
- KCS module and features were removed - we are unable to transfer ticket notes when creating a new article! What happened here? Why do we have to go back to the old copy and paste? Why is Zendesk removing the features instead of enhancing them?
- So we have article templates but we are unable to use them when creating a new article? Why? They are present on the knowledge capture app why can't we use them when creating a new article from scratch? High priorities? What about listening to the customer folks and what we really need and what makes sense?
Sorry for the venting Zendesk but some of your actions and explanations do not make any sense from a KM and CM point of view.
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