Writing Knowledge Base Articles - Frequently asked questions
Discover how to write effective knowledge base articles with Zendesk. This page answers common questions about creating self-service content and improving customer support.
Frequently asked questions
How can I write knowledge base articles using external tools?
You can write your knowledge base articles using external authoring tools and then import them into Zendesk Guide. If you prefer using tools like Google Docs or Microsoft Office, you can create your content there and later insert it into a new…
What are the steps to create articles directly in Zendesk Guide?
Creating articles directly in Zendesk Guide is straightforward and flexible. You can use the Guide editor's formatting styles or mix WYSIWYG and HTML for desired formatting. Ensure that all contributors have the necessary permissions to create and…
How do I review and publish articles in Zendesk Guide?
Reviewing and publishing articles in Zendesk Guide involves a simple process. Articles remain in draft mode until published, allowing only team members with Guide access to see them. In the Enterprise version, you can mark articles as ready for…
How can the Knowledge Capture app help in creating articles?
The Knowledge Capture app allows agents to create articles directly while handling support tickets. This app is useful for documenting frequently asked questions or support issues. Agents can use predefined templates to create articles without…
What permissions are needed to create articles in Zendesk Guide?
To create articles in Zendesk Guide, contributors must be agents in your Zendesk Support account with the appropriate permissions. By default, agents with Guide Manager permission can create and publish articles, but you can extend these…
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Zeffy
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Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Freecash
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Read FreeCash's case study
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