Searching and linking articles using the app

Article author
Garry Page

Agents can use the Knowledge Capture app in the Support agent interface to search for Help Center articles and preview them, without leaving the ticket. They can also add a link to the article directly in the ticket.

Searching for and previewing articles

You can use the Knowledge Capture app to search the Help Center for articles relevant to the issues raised in the ticket. The Knowledge Capture app search uses the same search technology as the Help Center search.

The app searches content in the end-user’s selected language, if it’s available in your Help Center. Otherwise the app searches the default language of your Help Center. You can change the language in the app to search another language in your Help Center.

If you have multiple brands, the app searches the Help Center associated with the brand of the ticket. You can change the brand to search Help Center content for another brand.

To search for Help Center articles

  1. In a new or existing ticket, open the Knowledge Capture app.

  2. Enter a topic or keyword in the Knowledge Capture app search box.

    On Lite, the search results are pre-populated based on a search of the ticket subject. On Professional and Enterprise, the search results are pre-populated with Answer Bot-powered article suggestions, based on the requester’s most recent comment.

  3. Press Return or click the Search icon.

    The search returns public and internal articles. The search does not return other content, such as drafts or community posts. Internal articles indicate that they are locked and not available to the requester.

  4. To open a preview of the article in a preview window, click an article card.

    If you’re using the app in the ticket editor location, you can hover over an article card to see a preview in the app. There is not a hover preview if you’re using the app in the Apps panel sidebar location.

    Search preview

  5. If you support multiple brands and languages, click the brand or language or brand drop-down to change the selection for your search.

    By default, if you support multiple languages, the app searches content in the end-user’s selected language, if available; otherwise the app searches the default language of your Help Center. By default, if you support multiple brands, the app searches content the Help Center associated with the brand of the ticket you are viewing. You can change the language and the brand in the app.

    Brand dropdown

When you find an article you think is useful in the app search, you can add a link to it in the ticket. You can add link to multiple articles in a comment.

Any link in a ticket comment is recorded by the Knowledge Capture app, regardless of whether it was added manually or using the app. If you want to add a link to an internal article that the requester does not have permission to view, you can add it in an internal comment and it will be recorded as Knowledge Capture.

If you are on Guide Professional or Enterprise, links to articles in tickets are recorded as events in the Knowledge Capture dashboard (see Analyzing your Knowledge Capture activity).

To add a link to an article

  1. In a new or existing ticket, open the Knowledge Capture app.

    You must open the ticket directly. You cannot use the Knowledge Capture app when you select a ticket in a view and click the Edit ticket(s) button.

  2. Review the pre-populated results or enter your own search and review the results.

    On Lite, the search results are pre-populated based on a search of the ticket subject. On Professional and Enterprise, the search results are pre-populated with Answer Bot-powered article suggestions, based on the requester’s most recent comment.

  3. If you support multiple languages or brands, click the language or brand drop-down in the app to change the language or the brand for your search.

  4. To insert a link to an article, do one of the following:

    • Click Link article in the article card.

    Link article

    • Click Link article in the article preview modal.

    Link article in modal

    • (Editor app location only) Click Expand article in the article preview, then select Link article.

    Expand article

    When you link to an article, the hyperlink is inserted in the comment where your cursor is. The link is host mapped, if you have host mapping.

    If you have WYSIWYG enabled, the link text inserted is the article title, linked to the article in Help Center. If you have Markdown enabled, the markdown {{Article title}}: {{URL}} is inserted.

  5. To remove the link or to modify link text in the comment, click the link in the comment, then click the Delete icon or the Edit icon.

    You can only do this before the comment is submitted. You cannot remove a linked article after the comment has been submitted.

    Link edit

  6. Add any other text you’d like to the comment, then submit the ticket as you normally would.

    On Professional and Enterprise, the ticket requester has the option to self-solve the ticket if the linked article solves their issue, unless that setting has been disabled.

    A comment is added to the ticket if the requester solves the ticket. It will either be a comment from Answer Bot or Rapid Resolve, depending on whether the linked article was an Answer Bot suggestion or an article you manually found and inserted.

About the user experience with Answer Bot

On Guide Professional and Enterprise, when agents use the Knowledge Capture app to search and link to articles, Answer Bot automatically suggests articles, based on a number of criteria including the ticket subject and requester’s most recent comment. This functionality is built-in, and does not require an Answer Bot subscription.

Answer Bot suggested articles in the Knowledge Capture app are indicated by the Answer Bot logo and name on the article.

Bot agents

Answer Bot only works in certain languages (see Answer Bot supported languages).

By default, when an agent uses the Knowledge Capture app to link to an article, either an article suggested by Answer Bot or an article the agent manually finds and links to, the ticket requester has the option to solve the ticket after viewing the linked article.

When the user opens the linked article, they can click “Yes, close my request” if the article resolves their issue, and the ticket is solved. The user can click “No” if the article does not resolve their issue, and the ticket status is unchanged.

Self solve message

Back in the ticket the agent can see that the user self-solved the ticket.

  • If the article was suggested by Answer Bot, the ticket comment is from Answer Bot.

    Solved comment

  • If the article was manually found and linked to by the agent, the ticket comment is from Rapid Resolve.

    Rapid resolve

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