Routing Tickets for Flagged Articles in Zendesk
How can I route tickets for flagged articles in Zendesk?
You can route tickets for flagged articles by enabling the 'Assign flagged tickets to the article owner' option in the Knowledge Capture app settings. This automatically sends tickets to the article owner. Alternatively, you can create a trigger to route all flagged tickets to a specific team, such as a Publishers group, who will be responsible for updating the articles. This setup ensures that flagged articles are efficiently managed and updated by the right team members.
More related questions
What is the process for reviewing and updating flagged articles?
Once a flagged ticket is assigned, the responsible person can update the article based on the feedback provided in the ticket. They can access the article in edit mode directly from the ticket. If there are questions or additional reviewers, the…
How do I solve tickets for flagged articles in Zendesk?
To solve tickets for flagged articles, update the agent who flagged the article to complete the feedback cycle. This ensures the agent knows the article is current and their input was valued. Once the article is updated and notifications are sent,…
What happens to the Knowledge Capture app after August 29, 2024?
The Knowledge Capture app will be discontinued on August 29, 2024, and is no longer available for download. Its capabilities are now integrated natively in the Knowledge context panel of the Agent Workspace, providing a seamless experience for…
How can I ensure my team has permission to edit flagged articles?
To ensure your team can edit flagged articles, you can make them Guide admins, granting access to all sections. Alternatively, you can allow specific sections to be editable by agents as needed. This setup ensures that the team responsible for…
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