Review Workflow for Flagged Articles in Zendesk
Can flagged articles be reviewed by a senior agent before reaching the publisher?
Yes, you can configure a review workflow for flagged articles in Zendesk.
By using triggers and macros, you can set up a system where flagged articles are first reviewed by a senior agent before reaching the top publisher level. This allows for more control and accountability in the knowledge management process, ensuring that only necessary updates are made and that they are reviewed by the appropriate personnel.
More related questions
How do I flag an article in Zendesk Knowledge?
Flagging an article in Zendesk Knowledge is a straightforward process. You can do it directly from the context panel while working on a ticket. To flag an article, first, click the Knowledge icon in the context panel of the ticket you're working…
What happens after I flag an article in Zendesk Knowledge?
After you flag an article in Zendesk Knowledge, a ticket is created to track the feedback. The ticket includes a link to the article that needs updating, a link to the source ticket, the agent's username who flagged it, and any inline comments. On…
Can I flag community posts in Zendesk Knowledge?
No, you cannot flag community posts in Zendesk Knowledge. The flagging feature is limited to help center articles. When working in the Zendesk Knowledge section, you can only flag articles that contain inconsistencies or mistakes. This feature is…
How is the flagged article ticket assigned in Zendesk?
In Zendesk, the assignment of a flagged article ticket depends on your plan. For Enterprise plans, the ticket is automatically assigned to the article owner for review. If the owner information is not available, the ticket remains unassigned. For…
Is it possible to disable article flagging in Zendesk Knowledge?
Currently, there is no option to disable article flagging in Zendesk Knowledge. If you have specific processes for requesting updates and do not want tickets created by flagged articles, you might need to adjust your internal workflows. While you…
What is the role of the Knowledge Capture dashboard in Zendesk?
The Knowledge Capture dashboard in Zendesk plays a crucial role in reporting flagged articles. When an article is flagged, it is captured in the Knowledge Capture dashboard. This allows for comprehensive reporting and analysis of flagged articles,…
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