Knowledge Capture Actions

Knowledge Capture Actions

Perform automated actions when using knowledge articles in a ticket comment.

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The Knowledge Capture Actions app enables you to link actions to knowledge base articles from Zendesk Guide to be preformed when included in an internal or external comment of your ticket. This app works native but accompanies the Knowledge Capture app from Zendesk perfectly.

Add labels to the knowledge base article to function as a trigger and to specify which action to perform. This also works when a knowledge base articles are been copy and pasted manually in a comment or even when included in a Macro.

key features

  • Select option in Dropdown Custom Ticket Field
  • Select Ticket Form
  • Select Ticket Group and/or Assignee
  • Add tags to a ticket
  • Apply macro to a ticket to perform any action a macro supports

Use Cases

  • Automatically route tickets to specific specialist level support based on internal knowledge instructions
  • Contact reason matching, based on knowledge base article
  • Require additional ticket fields when using specific knowledge articles
  • Process automation using Macros

App Requirement Knowledge Capture Actions uses Article Labels and requires Zendesk Guide Professional or Zendesk Guide Enterprise or any Zendesk Suite subscription.

The first week is on us! After installing your free 7 days trial will start so you can try out this application without any worries.


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Configuration of this Zendesk App is a simple process.

  1. Install the Zendesk App from the Zendesk App Marketplace. 7 days free trial is included to try out this Zendesk App.
  2. Disable Only check for Guide links when a ticket is submitted if you want the actions to be executed as soon as the article is added. Keep this option enabled if you would like to choose which action is performed when multiple knowledge articles are connected.

How to add actions to knowledge base article in Zendesk Guide

To configure the actions you need to add a label to a knowledge base article in Zendesk Guide. Depending on the naming convention of a label it compiles the action to be taken when added to a comment in Zendesk Support.

Examples

  • field_12345_random_value will set Custom Field ID 12345 to value <b>‘random_value’</b> (Multiple actions possible in one article when using different fields)
  • form_12345 will set Ticket Form to Ticket Form ID 12345
  • group_12345 will set the Ticket Group to Ticket Group with ID 12345
  • assignee_12345 will set the Assignee to User with ID 12345
  • tag_random_tag will add the Tag <b>‘random_tag’</b> to the Ticket (Multiple actions possible in one article)
  • macro_12345 will apply Macro with ID 12345 to the ticket (Multiple actions possible in article)

App Requirement Knowledge Capture Actions uses Article Labels and requires Zendesk Guide Professional or Zendesk Guide Enterprise or any Zendesk Suite subscription.

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App Details

  • Author: pluscloud
  • Price: Free 7-day trial, then $2.50 per agent, per month
  • Support: Email / Website
  • Version:1.1
  • This is an app. It will install right into your Zendesk Support account.

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