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.


Are you looking for ways to further optimize your Zendesk account? We are a Premier Solution Provider of Zendesk and we help organizations like yours with the implementation of Zendesk and we build (custom) Zendesk Apps and integrations. Get in touch with us.

App details

Author
pluscloud
Version
1.1
Price (USD)
Free 7-day trial, then £2.50 per agent, per month

Apps install directly into your account.

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