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Knowledge Capture articles

  • September 14, 2020
  • 1 reply
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G

Hello,

   Is it possible to create a view for all recently created knowledge articles or alternatively is it possible to prevent a ticket from being closed without a knowledge article being created within that ticket?

 

Thanks

Gerard

    1 reply

    N
    • Nicky11
    • September 21, 2020

    Hi Gerard, 

    I love the Knowledge Capture app and use it to track links and created articles from it. By using Zendesk Explore I can build many different reports. 

    I really like your idea of not being able to close a ticket without a knowledge article being created, however I would like to add, or a linked article. In this way an Agent can either create knowledge when it is missing or link to existing knowledge. 

    We have this as a process and have reached what we call a "participation rate" (according to KCS) of 80%. Meaning that in 80% of our tickets we have either a create article event or linked article event. 

    I can get back to you on what types of reports I use in explore if you find it useful. :)  

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