Using Templates for Zendesk Knowledge Articles
Can I use templates to create articles in Zendesk Knowledge?
Yes, you can use templates to create articles in Zendesk Knowledge. When creating a new article, you have the option to select from a list of templates or start with a blank article if templates are available.
These templates are populated based on the ticket requester's locale and ticket brand. However, if no templates are visible, it might be because an admin hasn't created any or the option to create a blank article has been disabled.
More related questions
How can I create a new article in Zendesk Knowledge?
Creating a new article in Zendesk Knowledge is straightforward. First, ensure you have the Agent Workspace and a help center enabled. In the ticket you're working on, click the Knowledge icon to open the context panel. Then, click the Create or…
How do I request an article in Zendesk Knowledge?
Requesting an article in Zendesk Knowledge is a simple process. In the ticket you're working on, click the Knowledge icon to open the context panel. Then, click the Create or request article icon and select Request article. If you have multiple…
Is it possible to automatically assign article request tickets in Zendesk?
Yes, you can automatically assign article request tickets in Zendesk. When a knowledge article is requested, a ticket is created with the tag "knowledgerequestarticle". You can set up a trigger to assign these tickets to a specific group. This…
Can I restrict article creation and requests to certain agents in Zendesk?
Currently, there isn't a direct way to restrict article creation and requests to certain agents in Zendesk. All agents with access to the Knowledge section can create or request articles. However, you can manage permissions and roles within your…
How do I enable the Knowledge icon in Zendesk tickets?
To enable the Knowledge icon in Zendesk tickets, you need to migrate to the Agent Workspace. This feature is part of the Agent Workspace setup. Once migrated, the Knowledge icon will appear in the context panel of your tickets, allowing you to…
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