Linking Knowledge Base Content in Zendesk
What are some ways to link to content within Zendesk?
There are several strategic places within Zendesk to link to your knowledge base or community. You can add links in agent signatures, reusable ticket responses (macros), and ticket comments. Additionally, auto-response emails for received and solved requests can include links to relevant articles. These methods ensure that customers are consistently directed to helpful resources, enhancing their self-service experience.
More related questions
How can agents help drive traffic to the knowledge base?
Agents play a crucial role in increasing awareness of your knowledge base by linking to it during customer interactions. By including links to relevant articles in their ticket responses, agents can train customers to seek answers in the knowledge…
How can I use auto-response emails to promote my knowledge base?
Auto-response emails are a great way to promote your knowledge base by including links to relevant content. For instance, you can edit the triggers for received and solved requests to guide customers to your help center. This not only provides…
What are some external opportunities to link to the knowledge base?
Outside of Zendesk, there are numerous opportunities to link to your knowledge base. You can include links on your company website, social media platforms, and product interfaces. Additionally, customer outreach efforts like newsletters, welcome…
How can I keep agents informed about new knowledge base content?
Keeping agents informed about new or updated knowledge base content is essential for effective customer support. You can create a private 'Agents only' section in the knowledge base to announce updates and encourage agents to subscribe. This…
How can I integrate knowledge base links into product interfaces?
Integrating knowledge base links directly into your product can significantly enhance user experience. You can add context-sensitive links, such as 'How do I use this feature?' that direct users to relevant articles. This approach provides…
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