Agents can use the Knowledge section of the context panel to create or request new help center articles directly from the Agent Workspace.Depending on your settings, agents can create help center articles from a blank article or anypre-defined templatesthat are available.
This article covers the following sections:
Creating an article in Knowledge
To create an article in Knowledge
- In the ticket that you are working on, click theKnowledgeicon (
) to open thecontext panel.
- In theKnowledgesection of the context panel, click theCreate or request articleicon (+), then selectCreate article.
- Select a template from the list to create a new article based on an existing template, or clickBlank articleto create a new blank article. Templates within the list are populated based on the ticket requester locale and ticket brand.
The article editor opens in a new tab. You will not see the option to create a blank article if the setting has beendisabled by an admin, and article templates will not be visible ifan admin hasn't created any.
- In theTitlefield, enter a name for your article.
- 输入你的文章的内容和使用cle toolbar for formatting options.Note:Information from the ticket is not automatically populated in the article. However, you can manually copy and paste content from the ticket into your article.
- After you have created an article, update the article settings as needed. SeeCreating and editing articles in the knowledge base.
- Save or publish your article when you're ready.
Requesting an article in Knowledge
You can submit an article request directly from the Knowledge section in the context panel.
To request an article in Knowledge
- In the ticket that you are working on, click theKnowledgeicon (
- In theKnowledgesection of the context panel, click theCreate or request articleicon (+), then selectRequest article.
- If you havehelp centers for multiple brands set up, select a help centerBrandfor the new article.
This field defaults to the brand of the ticket you are working in. If you want the article to appear in the help centers of all brands in your account, selectAll brands
- Enter theSubjectof the request.
The text you enter appears in the title of the resulting ticket. For example, if you enter a subject of "How article creation works" in your request, the ticket title becomes "Request for article - How article creation works."
- InArticle request, enter a description of the content that you want the article to contain. This content appears in the ticketDescriptionand can be used to provide context to the agent who will be creating the article.
- ClickLink this ticket to requestif you want to include an optional link to the original ticket in the new request. When you select this option, the ticket that results from your request displays the link as shown in the following example:
- ClickRequest article. A new ticket is created with the
knowledge_request_articletag and the agent who submitted the request listed as the Requester. The ticket is unassigned.
20 Comments
Is there a way to automatically show the publish/last updated date on the article without having to manually manage it?
HiAilie McAleenan,
Could you please clarify your question?
Sure thing. At the moment when we publish a Zendesk article, they don't have a timestamp on them, so the public doesn't know when it was last updated.
I was wondering if there's a way to add a timestamp without having to manually add the date to each article.
Thank you for reaching out to Zendesk Support.
In regards to your concern, the following feature to check when the article was last updated can be seen from the article itself.
If you're not seeing the following, it could be that your Help Center article page has been modified. Kindly check our article,How do I remove or modify the author, date, or timestamp on Help Center articles?for more information about this.
Thank you and have a wonderful day ahead!
Kind regards,
Hi, I am trying to attach attachment using the API -https://persistentsystems6956.zendesk.com/api/v2/help_center/articles/4518406759569/attachments
and getting the below error -
HiShriya Jain,
Thanks for reaching out!
Can you share the code of the POST request you're making to the article attachment API endpoint so I can look at this in a bit more detail. Just be sure to remove any sensitive information beforehand.
Thanks!
Tipene
Is there a way to download the article from Guide as Word or PDF?
HiSanobar Khwaja,
While it isn't currently possible to download articles from Guide as Word or PDF documents, here is a link to a feedback post where you can note your use case for visibility to our product teams, along with a couple of suggestions on ways you could potentially achieve this with 3rd party tools.
Guide Articles - export to PDF
I hope this helps!
Tipene
Is it possible to create an article using a template from the Guide admin? Instead of creating the article (using a template) from an existing ticket?
I believe you can use the steps mentioned in this article for setting up article templates in your Guide theme: Adding multiple article, section, and category templates to your theme
Let me know if that's not what you're looking for!
Hi Brett - it seems like that is what I needed. If only I knew how to code! :)
Question! Can we automatically assign these request tickets to someone on the team without the agent having to assign them to the Knowledge team?
Similar to the feedback process in the Knowledge app. Thanks!
absolutely. It is definitely possible to assign these requests to a specific group. These are tickets where triggers can fire on them.
For instance, every knowledge article requested, creates a ticket with a tag "knowledge_request_article". You can create a trigger where if a ticket is created and this tag exists, then assign it to a specific group as action.
Have a nice day.
Is there a way to disable this so that only some agents can create/request an article in knowledge?
Is there a way to flag the tickets where an article has been requested using the Knowledge Capture App?
HiMario Valdes,
Currently there is no way to do this. We are planning to add an event for article request to the ticket events log. Read moreViewing all events of a ticket.
Do you think it can solve your problem? If not, could you please provide more details about your use case?
Hi team! quick question, would it be possible to customize the fields that appear in the Knowledge capture when requesting an article?
For example: having the agent select a topic from a drop-down so that we can create triggers to auto-assign to specific agents?
Thank you!
The template for request article cannot be modified.
Once a request has been made, a ticket will be generated. If additional details are needed, the person responsible for the article creation can ask for it. The person that requested the creation (with the right permission) can also go directly to the ticket to enter additional details.
我想使用这个函数来请求一个艺术icle through the context panel in a ticket. I wonder how to get the "Knowledge" icon into the ticket? I currently only see the "Knowledge Capture" via the app in the sidebar or by clicking on the magnifying glass icon.
I'm referring to:
Requesting an article in Knowledge
You can submit an article request directly from the Knowledge section in the context panel.
To request an article in Knowledge
HiAnja,
You will need to migrate to Agent Workspace to use Knowledge. SeeMigrating to the Zendesk Agent Workspace.
Pleasesign into leave a comment.