Using the Knowledge Capture app

How to set up and start using the Knowledge Capture app

  • Creating articles with the app

    On Guide Professional and Enterprise, agents can use the Knowledge Capture app in the Support agent interface to create new articles using pre-defined templates. If a template does not exist, agents will not be able to create articles using the Knowledge Capture app.

    The agent can copy and paste content from the ticket, or write new content based on the ticket, to create the article. The Knowledge Capture app does not pre-populate the new article with content from the ticket.

    For information about planning your workflow, see Setting up your workflow for created articles.

    If you do not want agents to create articles using the Knowledge Capture app, you can disable that option.

    To create an article

    1. In a new or existing ticket, open the Knowledge Capture app.

      You must open the ticket directly. You cannot use the Knowledge Capture app when you select a ticket in a view and click the Edit ticket(s) button.

    2. Click the Create Knowledge button in the Knowledge Capture app.

      Create button

    3. If you have multiple brands, click the drop-down menu to select a Help Center.

    4. Select a template from the list.

      Agents can see and select only the templates where they have management permissions for editing.

      If you have not created any templates, you need to set up a template first (see Creating templates for the Knowledge Capture app).

      Choose template

    5. Add a title and content to the article, according to the headings in the template.

    6. Change the article’s section, if necessary, depending on your workflow for new knowledge.

    7. Make any other changes you need in the article’s sidebar.

      The author is automatically updated to be the agent creating the article.

    8. Click Save or choose another option from the drop-down.

      The article created is a duplicate of the template; it does not overwrite the template. The new article does not retain the KCTemplate label.

  • Installing the app

    The Knowledge Capture app is installed by default with any Guide plan and Support Team, Professional, or Enterprise.

    The app enables agents to:

    • Search the Help Center without leaving the ticket
    • Insert links to relevant Help Center articles in ticket comments
    • (Guide Professional and Enterprise) Add inline feedback to existing articles that need updates
    • (Guide Professional and Enterprise) Create new articles while answering tickets, using a pre-defined template

    The Knowledge Capture app is available in the Zendesk Marketplace if it does not appear in your Support agent interface (see Opening the Knowledge Capture app) or you need to install it again for some reason.

    You cannot install the Knowledge Capture app on Support Essential.

    To install the Knowledge Capture app

    1. In Zendesk Support, select Admin > Apps > Marketplace, then find the Knowledge Capture app and click the icon..

      App logo

    2. Click Install.

    3. On the Installation page, enter a new Title, if you’d like.

    4. Select or deselect any of the app settings, as needed:

      • (Guide Professional and Enterprise only) Allow agents to create new articles enables agents to use the app to create new articles using a pre-defined template (see Creating articles with the app).
      • (Guide Professional and Enterprise only) Allow agents to flag articles enables agents to use the app to identify existing articles that need updates and add inline comments (see Flagging articles with the app).
      • Show in ticket editor shows the app in the ticket editor. You can choose to display the app in both the editor and the apps panel.

      For tickets from social channels or markdown tickets where the rich text editor is not available, the app will be available in the sidebar app location.

      • Show in the Apps panel shows the app in the apps panel in the ticket sidebar.
      • Auto-select brand for search enables the app to search the Help Center of the brand set on the ticket. When deselected, the app searches the Help Center based on the agent’s last selected brand in the Knowledge Capture app.
    5. Click Enable role restrictions if you’d like to limit app access to specific roles, then select a role.

      You can select multiple roles.

      Settings roles

    6. Click Enable group restrictions if you’d like to limit app access to specific groups, then select a group.

      You can select multiple groups.

    7. Click Install.

      The Knowledge Capture app is added. To start using the app, see Opening the Knowledge Capture app.

  • Creating templates for the app

    Agents can use the Knowledge Capture app to create new articles for Help Center, directly from the Support ticket interface. To do so, you need to create one or more templates for your agents to use to create their new content.

    Any article in your Help Center that contains the label KCTemplate is available as a template in the Knowledge Capture app. You can create as many templates as you need. If you have multiple brands, you must create a template in each Help Center.

    Here’s how it works when an agent uses the app to create new content based on a template:

    • Any new article created using a template is a duplicate of the template and does not overwrite the template article.
    • All of the template’s fields are duplicated for the new article, with two exceptions: the KCTemplate label is removed and the author is set to the user creating the new article.
    • All of the template’s content is duplicated for the new article except for images or attachments, which are not included in any new article.
    • The section where the template is published is retained for the new article. Agents can manually change the section, if they want, to any section where they have permission to publish.

    You must install the Knowledge Capture app (see Installing the app) and have Guide Professional to create templates and articles using the app.

    To create a template for the Knowledge Capture app

    1. Click Articles in the top menu bar, then select Add article.

      Alternatively, you can open an existing article that you want to make a template.

      Add options

    2. Enter a Title for your template.

      Think about the types of templates you plan to create and consider including the type in the title. For example, you might want to create a Q&A template and a How To template, and include that in the template title.

    3. Enter the headings and content for your template in the body.

      You might want to include headings specific to the type of template you are creating. For example, a Problem/Solution template might include sections for the problem, the conditions, and the steps for the solution.

      Check out this discussion for template ideas: Do you use a template to author your knowledge base content.

      Do not include images or attachments, as they will not be included in any new article created based on this template.

    4. Set the Managed by and Visible to permissions.

      Agents will only be able to use templates where they have management permissions for editing.

    5. In Publish in section select a section for the template.

      You might want to create a restricted Help Center section for agents to publish new content, depending on your workflow. Alternatively, you might want agents to create new content as a draft or work in progress.

      New articles based on this template will be created in the section you specify, unless an agent manually changes the section. Agents can create new articles in any section where they have permission (see Allowing agents to add, edit, and delete articles). The template does not restrict agents to publishing in a specific section.

    6. Leave the Author as is.

      When an agent creates an article based on this template, the current agent will be set as the author automatically.

    7. Add KCTemplate in Label.

      The label will not persist on any new articles created based on the template.

      You must add this label for your article to be treated as a template in the Knowledge Capture app.

    8. Click Save.

      Now your template will be available to agents using the Knowledge Capture app to create new articles. For information, see Creating articles with the Knowledge Capture app.

  • Searching and linking articles using the app

    Agents can use the Knowledge Capture app in the Support agent interface to search for Help Center articles and preview them, without leaving the ticket. They can also add a link to the article directly in the ticket.

    Searching for and previewing articles

    You can use the Knowledge Capture app to search the Help Center for articles relevant to the issues raised in the ticket. The Knowledge Capture app search uses the same search technology as the Help Center search.

    The app searches content in the end-user’s selected language, if it’s available in your Help Center. Otherwise the app searches the default language of your Help Center. You can change the language in the app to search another language in your Help Center.

    If you have multiple brands, the app searches the Help Center associated with the brand of the ticket. You can change the brand to search Help Center content for another brand.

    To search for Help Center articles

    1. In a new or existing ticket, open the Knowledge Capture app.

    2. Enter a topic or keyword in the Knowledge Capture app search box.

      On Lite, the search results are pre-populated based on a search of the ticket subject. On Professional and Enterprise, the search results are pre-populated with Answer Bot-powered article suggestions, based on the requester’s most recent comment.

    3. Press Return or click the Search icon.

      The search returns public and internal articles. The search does not return other content, such as drafts or community posts. Internal articles indicate that they are locked and not available to the requester.

    4. To open a preview of the article in a preview window, click an article card.

      If you’re using the app in the ticket editor location, you can hover over an article card to see a preview in the app. There is not a hover preview if you’re using the app in the Apps panel sidebar location.

      Search preview

    5. If you support multiple brands and languages, click the brand or language or brand drop-down to change the selection for your search.

      By default, if you support multiple languages, the app searches content in the end-user’s selected language, if available; otherwise the app searches the default language of your Help Center. By default, if you support multiple brands, the app searches content the Help Center associated with the brand of the ticket you are viewing. You can change the language and the brand in the app.

      Brand dropdown

    When you find an article you think is useful in the app search, you can add a link to it in the ticket. You can add link to multiple articles in a comment.

    Any link in a ticket comment is recorded by the Knowledge Capture app, regardless of whether it was added manually or using the app. If you want to add a link to an internal article that the requester does not have permission to view, you can add it in an internal comment and it will be recorded as Knowledge Capture.

    If you are on Guide Professional or Enterprise, links to articles in tickets are recorded as events in the Knowledge Capture dashboard (see Analyzing your Knowledge Capture activity).

    To add a link to an article

    1. In a new or existing ticket, open the Knowledge Capture app.

      You must open the ticket directly. You cannot use the Knowledge Capture app when you select a ticket in a view and click the Edit ticket(s) button.

    2. Review the pre-populated results or enter your own search and review the results.

      On Lite, the search results are pre-populated based on a search of the ticket subject. On Professional and Enterprise, the search results are pre-populated with Answer Bot-powered article suggestions, based on the requester’s most recent comment.

    3. If you support multiple languages or brands, click the language or brand drop-down in the app to change the language or the brand for your search.

    4. To insert a link to an article, do one of the following:

      • Click Link article in the article card.

      Link article

      • Click Link article in the article preview modal.

      Link article in modal

      • (Editor app location only) Click Expand article in the article preview, then select Link article.

      Expand article

      When you link to an article, the hyperlink is inserted in the comment where your cursor is. The link is host mapped, if you have host mapping.

      If you have WYSIWYG enabled, the link text inserted is the article title, linked to the article in Help Center. If you have Markdown enabled, the markdown {{Article title}}: {{URL}} is inserted.

    5. To remove the link or to modify link text in the comment, click the link in the comment, then click the Delete icon or the Edit icon.

      You can only do this before the comment is submitted. You cannot remove a linked article after the comment has been submitted.

      Link edit

    6. Add any other text you’d like to the comment, then submit the ticket as you normally would.

      On Professional and Enterprise, the ticket requester has the option to self-solve the ticket if the linked article solves their issue, unless that setting has been disabled.

      A comment is added to the ticket if the requester solves the ticket. It will either be a comment from Answer Bot or Rapid Resolve, depending on whether the linked article was an Answer Bot suggestion or an article you manually found and inserted.

    About the user experience with Answer Bot

    On Guide Professional and Enterprise, when agents use the Knowledge Capture app to search and link to articles, Answer Bot automatically suggests articles, based on a number of criteria including the ticket subject and requester’s most recent comment. This functionality is built-in, and does not require an Answer Bot subscription.

    Answer Bot suggested articles in the Knowledge Capture app are indicated by the Answer Bot logo and name on the article.

    Bot agents

    Answer Bot only works in certain languages (see Answer Bot supported languages).

    By default, when an agent uses the Knowledge Capture app to link to an article, either an article suggested by Answer Bot or an article the agent manually finds and links to, the ticket requester has the option to solve the ticket after viewing the linked article.

    When the user opens the linked article, they can click “Yes, close my request” if the article resolves their issue, and the ticket is solved. The user can click “No” if the article does not resolve their issue, and the ticket status is unchanged.

    Self solve message

    Back in the ticket the agent can see that the user self-solved the ticket.

    • If the article was suggested by Answer Bot, the ticket comment is from Answer Bot.

      Solved comment

    • If the article was manually found and linked to by the agent, the ticket comment is from Rapid Resolve.

      Rapid resolve

  • Flagging articles with the app

    On Guide Professional and Enterprise, agents can use the Knowledge Capture app in the Support agent interface to add feedback to flag existing articles. If a ticket reveals missing or incorrect information in an article, an agent can add a comment near the relevant text describing the needed change to flag the article for an update.

    When an agent submits feedback for an article, a ticket is created. The ticket includes:

    • A link to the article that needs the update
    • A link to the ticket that is the source of the update
    • The user name of the agent who flagged the ticket
    • The inline comments added by the agent

    For information about planning your workflow, see Setting up your workflow for flagged articles. If you do not want agents to flag articles using the Knowledge Capture app, you can disable that option.

    To flag an article

    1. In a new or existing ticket, open the Knowledge Capture app.

      You must open the ticket directly. You cannot use the Knowledge Capture app when you select a ticket in a view and click the Edit ticket(s) button.

    2. Click an article title in the search results in the app to open the article in a preview window.

      You might need to search first if you don’t see the article you want to flag.

    3. Hover over the text that needs an update, then click the comment icon that appears beside the text.

      Comment

      A comment field appears.

    4. Enter your feedback in the comment field.

      If you need to remove your comment, click the X beside the comment field.

    5. Add comments to other sections, as needed.

    6. Click Send feedback.

      You will not see the feedback button until you have entered at least one comment.

    When you submit feedback, a new ticket is created. The link to the ticket appears at the top of the feedback window.

    Flagged article

    The resulting flagged ticket has the tag knowledge_capture_flagged_article. You can use the tag to create views, macros, and business rules.

    The resulting flagged ticket contains a link to the original ticket where it was flagged, if the article was flagged from an existing ticket. If the article was flagged from a new ticket, that had not been submitted yet, the resulting flagged ticket will not have a link to the original ticket because the new ticket did not have a ticket number at the time.

  • Opening the Knowledge Capture app

    Agents can open the Knowledge Capture app in the Support agent interface to perform the following actions:

    • Search the Help Center without leaving the ticket
    • Insert links to relevant Help Center articles in ticket comments
    • (Guide Professional and Enterprise) Add inline feedback to existing articles that need updates
    • (Guide Professional and Enterprise) Create new articles while answering tickets, using a pre-defined template

    The Knowledge Capture app appears in the editor toolbar in tickets by default with any Guide plan and Support Team, Professional, or Enterprise. It might appear in the editor toolbar in tickets, in the Apps panel in the sidebar, or in both locations, depending on how it’s set up.

    If the you do not see the see the Knowledge Capture in any of those locations, you might need to have an admin manually install the app (see Installing the Knowledge Capture app). You cannot install the Knowledge Capture app on Support Essential.

    Opening the Knowledge Capture app from the editor toolbar

    Agents can open the Knowledge Capture app from the editor toolbar in tickets, if it appears there. The Knowledge Capture app appears in the editor toolbar in tickets by default.

    To open the Knowledge Capture app from the editor toolbar

    1. Open a new or existing ticket.

      You should not open the ticket by selecting it in a view, then clicking the Edit ticket(s) button. The Knowledge Capture app is not available in that case.

    2. Click the Knowledge Capture icon in the editor toolbar under the ticket comment.

      Editor location

      The Knowledge Capture app opens. The Knowledge Capture app will not load if you have not activated your Help Center.

    You can use the Knowledge Capture app to take the following actions:

    • Add links to articles in tickets
    • Add feedback to flag existing articles (Professional and Enterprise)
    • Create new articles based on tickets (Professional and Enterprise)

    Opening the Knowledge Capture app from the Apps panel in the sidebar

    Agents can open the Knowledge Capture app from the App panel in the sidebar, if it appears there. An administrator must enable the app in the sidebar location. It does not appear there by default.

    To open the Knowledge Capture app from the Apps panel

    1. Open a new or existing ticket.

      You should not open the ticket by selecting it in a view, then clicking the Edit ticket(s) button. The Knowledge Capture app is not available in that case.

    2. Click the Apps button to open the Apps panel, if it’s not already open.

    3. Locate the Knowledge Capture app.

      App UI

      The Knowledge Capture app will not load if you have not activated your Help Center.

    You can use the Knowledge Capture app to take the following actions:

    • Search existing articles
    • Add links to articles in tickets
    • Add feedback to flag existing articles (Professional and Enterprise)
    • Create new articles based on tickets (Professional and Enterprise)