Flagging Articles Without a Ticket in Zendesk
Can I flag articles directly in the knowledge base without a ticket?
Currently, you cannot flag articles directly in the knowledge base without opening a ticket. The Knowledge Capture app requires you to open or create a ticket to flag an article. This means that agents need to work within the ticketing system to provide feedback on articles.
While there are no native functions in the Guide for direct article flagging, you might find community posts with potential workarounds or workflows to achieve similar results.
More related questions
How do I flag an article using the Knowledge Capture app?
To flag an article using the Knowledge Capture app, you need to open a ticket first. Once you have a ticket open, you can search for the article you want to flag within the app. Hover over the text that needs updating, click the comment icon, and…
What happens when an article is flagged in Zendesk?
When an article is flagged in Zendesk using the Knowledge Capture app, a new ticket is created. This ticket includes a link to the article that needs updating, a link to the original ticket (if applicable), the agent's username, and any comments…
How can I ensure flagged articles are assigned to me?
To ensure flagged articles are assigned to you, you can set up triggers in Zendesk. When an article is flagged, a new ticket is created with the tag 'knowledgecaptureflagged_article'. You can use this tag to create triggers that automatically…
What should I do if I can't find the option to flag articles?
If you can't find the option to flag articles, ensure you are using the Knowledge Capture app within a ticket. The app is specifically for flagging articles through the ticketing system, and it won't work if you're trying to use it directly from…
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