Knowledge Capture

Enable agents to search, link, flag, and create articles from tickets.

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  • Search the Help Center without leaving the ticket
  • Insert links to relevant Help Center articles in ticket comments
  • Add inline feedback to existing articles that need updates
  • Create new articles while answering tickets, using a pre-defined template

The Guide Knowledge Capture app leverages your team’s collective knowledge. It enables your agents to search and link articles into tickets, provide quick inline feedback on articles to aid in content improvements, and create new articles while answering tickets using a pre-defined template directly in the Zendesk Support agent interface.

Data about app activities is captured and a custom Insights dashboard shows key metrics for ticket impact, agent performance, and content performance upon installation of the app.

The Knowledge Capture app is available to all Zendesk Guide Customers.

Guide Lite: - Search for articles in your knowledge base - Link to articles in your knowledge base

Guide Professional: - Create new articles in your knowledge base - Flag and comment on articles in your knowledge base - Report on knowledge usage

By enabling this app, you agree to the Built by Zendesk Terms of Use.

App details

This is an app. It will install right into your Zendesk Support account.

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