As Zendesk explains on the Zendesk Guide landingpage:
A knowledge base is a crucial part of any company’s customer experience strategy. It organizes frequently asked questions, product details, policies, and more, and empowers customers and agents with that information. Integrated seamlessly with Zendesk Support, Zendesk Guide is a smart knowledge base. It’s built to help you and your team continuously improve your content, keep it up to date, and serve it to customers.
Your agents live inside of Zendesk Support. They use it to handle Chats, Social Messaging, calls and tickets. Thanks to Sunshine and Customer Profiles and Events they get a 360 view of your customer interactions.
But how are they kept up to date about new Help Center articles? Do you want them to keep the Help Center open in a second tab or on a second screen all day?
The Newsfeed app shows the 5 most recent articles of your Help Center right next to any ticket, and highlights articles updated or created today.
That way, no matter which ticket your agents are handling, they will see up to date information right inside of Zendesk Support
- Show the 5 most recently updated articles
- Filter by category or section
- Highlights articles updated today
- Integrated in the Zendesk interface without annoying popups or alerts.
The Newsfeed app installs right into your Zendesk Support instance and will appear next to any ticket your looking at. By default it will show you the 5 most recently updates articles in your Help Center.
Optionally, You can filter the articles shown by the app by entering the ID of a specific section or category in the settings of the application. - If you enter a Category ID we will only show articles in that Category. - If you enter a Section ID that will take precedence and your agents will only see articles in that specific section.
You can find the ID in the URL of a specific section or category. E.g. https://mydomain.zendesk.com/hc/en-us/123456789-something_, would result in 123456789 as the ID.