You can use our Knowledge Capture app to leverage your team’s collective knowledge.

Using the app, agents can:

• Search the Help Centre without leaving the ticket
• Insert links to relevant Help Centre articles in ticket comments
• Add inline feedback to existing articles that need updates
• Create new articles while answering tickets using a pre-defined template

Agents never have to leave the ticket interface to share, flag, or create knowledge, so they can help the customer, while also improving your self-service offerings for other customers.

To get started, see our Knowledge Capture documentation.

And before your agents can start creating new knowledge directly from tickets, you’ll need to create a template for them to use. To help you along, we’ve provided some template ideas below. You can copy and paste any sample template below into a new article, add the KCTemplate label to the article, and you’ll be all set.

Q&A template:

[Title]

Question

write the question here.

Answer

write the answer here.

Solution template:

[Title]

Symptoms

write the symptoms here.

Resolution

write the resolution here.

Cause

write the cause here.

How-to template:

[Title]

Objective

write the purpose or task here.

Procedure

write the steps here.

You can create your own categories, sections, and articles and modify or completely delete ours. See the Organising knowledge base content and Creating articles in the Help Centre to learn how.

You're looking at your new Help Centre. We populated it with placeholder content to help you get started. Feel free to edit or delete this content.

The Help Centre is designed to provide a complete self-service support option for your customers. The Help Centre contains: a knowledge base and, on Guide Professional and Enterprise, a Customer Portal for support requests. You can also add a community to your Help Centre if you have Zendesk Gather.

Your customers can search for knowledge base articles to learn a task or search the community, if available, to ask fellow users questions. If your customers can't find an answer, they can submit a support request.

For more information, see Help Centre guide for end users.

Each user has a Help Centre profile (Guide Professional and Enterprise), so your Help Centre users can get to know one another better. Profiles contain relevant information about the user, along with their activities and contributions.