You can use our Knowledge Capture app to leverage your team’s collective expertise.
With the app, agents can:
- Search the Help Center without leaving the ticket
- Insert links to relevant Help Center articles into ticket comments
- Add internal feedback to existing articles that need updating
- Create new articles in response to requests using a predefined template
Agents never have to leave the ticket interface to share, tag, or create knowledge—they can help the customer and improve your self-service offerings for others.
To get started, review our Knowledge Capture documentation.
Before your agents can create new knowledge directly from tickets, you need to create a template for them to use. To help, we’ve provided some template ideas below. Simply copy and paste any sample into a new article, add the label KCTemplate, and you’re ready.
Question Template:
[Title]
Question
write the question here.
Answer
write the answer here.
Solution Template:
[Title]
Situation
write the symptoms here.
Solution
write the solution here.
Reason
write the cause here.
Instructions Template:
[Title]
Purpose
write the objective or task here.
Procedure
write the steps here.