Creating Templates for Knowledge - Frequently asked questions
Frequently asked questions
How do I create a Knowledge template in Zendesk?
Creating a Knowledge template in Zendesk is straightforward. Start by clicking 'Articles' in the top menu bar, then select 'Add article'. Alternatively, you can open an existing article that you want to make a template. Enter a title for your…
What happens when an agent uses a Knowledge template to create a new article?
When an agent uses a Knowledge template to create a new article, the new article is a duplicate of the template. The template itself remains unchanged. All fields from the template are copied to the new article, except the 'KCTemplate' label is…
Why can't I see my Knowledge templates in the dropdown menu?
If your Knowledge templates aren't visible in the dropdown menu, it might be due to permission settings or missing labels. Ensure that the template is managed by agents and admins and that it is published in the correct section. Also, verify that…
Can I include images or attachments in a Knowledge template?
No, images or attachments cannot be included in a Knowledge template. When a new article is created from a template, the content is duplicated, but images and attachments are not carried over. This limitation means that any visual content or files…
How do I ensure my Knowledge template is recognized in Zendesk?
To ensure your Knowledge template is recognized in Zendesk, you must add the 'KCTemplate' label to the article. This label is crucial as it signals to Zendesk that the article should be treated as a template. Without this label, the article will…
What should I consider before creating Knowledge templates?
Before creating Knowledge templates, it's important to plan your workflow for new articles. Consider the types of templates you need, such as Q&A or How To, and how they will fit into your content strategy. Think about the sections and permissions…
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