Using this app, the agent can
- Search the Help Center in your ticket
- Add a link to the relevant Help Center article in the ticket comments
- Add inline feedback to an existing article that needs to be updated
- Create a new article using the default template while responding to a ticket
Agents can share, flag and create knowledge from within a ticket, allowing them to improve self-service capabilities for other customers while providing support to customers on the one hand.
It also allows agents to create new knowledge articles directly from the ticket, so that agents can create new knowledge articles for Create a template should be done. Some helpful template ideas are listed below. Copy and paste the sample template below into a new article and add the KCTemplate Add a label and you're ready to go.
Write your question here.
Write your answer here.
Describe your symptoms here.
Write your solution here.
Write the cause here.
How To Template
Write your purpose here.
Write down the steps here.