By default, the Knowledge Capture app location is in the editor toolbar in tickets. This makes it easy for agents to access the app as they work the ticket. Althernatively, the app can be in the apps panel in the sidebar location.
You can choose the app location to be an editor app, a sidebar app, or both.
- Editor app location
- Sidebar app location
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.
你必须在Zende管理员sk Support to change app settings.
To enable the Knowledge Capture app in the sidebar location
- Click theAdminicon () in your sidebar, then selectApps > Manage.
- Click the options menu on the Knowledge Capture app, then selectChange settings.
- In the settings page, clickApp Configuration.
- Select or deselectShow in the Apps panel in the ticket sidebar.
- Select or deselectShow in the ticket editor.
- ClickSave Settings.
Other Knowledge Capture app settings include:
- Disabling agents from flagging and creating articles
- Disabling users from solving their tickets based on linked articles
- Changing the search behavior for multiple brands
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