With the app, you can benefit from the collected knowledge of your team.
With this app, agents can do the following:
- search the Help Center directly from the ticket,
- insert links to relevant Help Center articles in ticket comments,
- add inline feedback to existing articles that need to be updated,
- create new articles based on a predefined template when responding to tickets.
Agents do not need to leave the ticket interface to share, tag, or create articles. This way, they can help the customer while also improving the self-service offering for other customers.
Useful information to get started can be found in the Knowledge Capture app documentation.
Before agents can create new articles directly from a ticket, they need to create a template that they can use. Below are some examples. You just need to copy the desired template into a new article and add the label KCTemplate to the article. It's that simple!
With the app Knowledge Capture, agents can utilize and expand the collected knowledge of their team directly in their support routine.
The app allows agents to:
- search the Help Center directly from a ticket.
- insert relevant Help Center articles as links in ticket responses.
- leave feedback on existing articles when content needs to be updated or supplemented.
- create new knowledge base articles directly while processing a ticket.
This way, agents do not have to leave the ticket view to share information, improve content, or create new articles. This allows customers to be supported more quickly while continuously expanding the self-service offerings for other users.
For more information on setup and usage, see the Knowledge Capture app documentation.
Templates for New Knowledge Base Articles
For agents to create new articles directly from a ticket, a template must first be set up. To do this, copy the desired template into a new article and label it with KCTemplate.
Template for Questions and Answers:
[Title]
Question
Enter question here.Answer
Enter answer here.
Template for Solutions:
[Title]
Symptoms
Enter symptoms here.Solution
Enter solution here.Cause
Enter cause here.
Template for Instructions:
[Title]
Goal
Enter purpose or task here.Procedure
Enter steps here.