Please help, I have a question and I need an answer.

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.