What Happens When You Flag an Article in Zendesk?
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 added by the agent.
This process helps ensure that articles are kept up-to-date and accurate by allowing agents to easily report issues. The flagged ticket is tagged with 'knowledgecaptureflagged_article', which can be used to create views, macros, and business rules.
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…
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…
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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