Creating Articles with Knowledge Capture - Frequently asked questions
Discover answers to common questions about creating articles using the Knowledge Capture app. Learn tips, best practices, and troubleshooting solutions.
Frequently asked questions
How do I create an article using the Knowledge Capture app?
To create an article using the Knowledge Capture app, you need to follow a few simple steps. First, open a new or existing ticket directly in the Support agent interface. Then, launch the Knowledge Capture app and click the 'Create Knowledge'…
What happens to the article after I click Save in the Knowledge Capture app?
Once you click 'Save' in the Knowledge Capture app, the new article is saved in Guide. You can find it by accessing the Guide Admin option next to your logged-in user information. The article will appear in the 'In Progress' section, where it can…
Can I create articles from a template without using a ticket in Zendesk?
Currently, the Knowledge Capture app does not support creating articles directly from a template without using a ticket. The app is designed to work within the context of a ticket, allowing agents to create articles based on ticket content….
Is it possible to automatically populate a template with ticket content in Zendesk?
As of now, the Knowledge Capture app does not automatically populate a template with content from a ticket. Agents need to manually copy and paste content from the ticket or write new content based on the ticket to create an article. While this…
How can I disable article creation in the Knowledge Capture app?
If you prefer not to allow agents to create articles using the Knowledge Capture app, you can disable this option. This setting can be adjusted based on your organization's workflow and preferences. Disabling article creation can help maintain…
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Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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Customer.io($50M+ ARR)
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