Knowledge Capture inside a ticket

Ref: C18 · Track: Knowledge Base Admin · Time to complete: ~5 min

Why this matters

Your agents solve problems every day. Half the time, the answer to the ticket is an existing KB article. The other half, it's new knowledge that should be an article but isn't yet. Knowledge Capture is the workflow that makes both easy without leaving the ticket.

It's the single biggest force multiplier for your help center — if your agents use it.

The four things Knowledge Capture lets an agent do

From the Knowledge Capture panel in the right sidebar of any ticket:

1. Search the KB

Type any query. Returns relevant articles ranked by match. Agent can click through to read.

2. Link an article to the ticket

When an article answers the ticket, click Link on the article. This: - Records the link on the ticket (visible in the ticket's event log). - Feeds Explore reporting (which articles are being used most). - Can auto-insert the article content into the agent's reply with one click.

3. Flag an article as inaccurate

If the agent spots outdated or wrong content, they can click Flag and enter feedback. The article gets flagged in the admin queue for review.

4. Create a new article (or draft) from the ticket

If no article answers the question, the agent can click Create article. The draft editor opens inside the ticket context — pre-filling the title from the subject. Agent writes the draft, assigns a section, and submits.

The draft flows into the review queue (see C06). Once an admin or editor reviews and publishes, it's live for future customers.

The reply-with-article pattern

The high-leverage move:

1. Customer asks a question.
2. Agent searches KB in the Knowledge Capture panel.
3. Finds the right article.
4. Clicks Link + insert — the article link (or summary) drops into the reply.
5. Agent adds a personal line ("Let me know if this helps!") and sends.

Ticket solved in 30 seconds. Article used counted towards reporting. Customer got the same authoritative answer they'd have found themselves.

The flag-and-fix loop

Ensuring the KB stays current:

1. Agent spots a stale article in a ticket ("this says v2 but we're on v3").
2. Flags it via Knowledge Capture.
3. Admin sees flagged articles in Guide admin → Articles flagged for review.
4. Admin updates, publishes, and the flag clears.

Review the flagged queue weekly. Agents who flag and see changes happen flag more; agents who flag into a black hole stop flagging.

The capture-new-article habit

Training the team: whenever a ticket has a novel question with no existing article, agent creates a draft via Knowledge Capture.

Even a rough draft is valuable. The editor/admin can polish it. The capture moment is where knowledge is freshest and most accurate.

Common worry: "I don't have time to write articles during tickets." Response: it's a 2-minute draft, not a published article. The review workflow handles the polish.

What to measure

Reports in Explore tell you if it's working:

• Articles linked per ticket — should be non-zero for simple product/how-to queues.
• Articles flagged — should be a steady trickle; zero means agents aren't paying attention.
• Articles created via Knowledge Capture — track over time; aim for a cadence.
• Agents using Knowledge Capture — if only 2 of 12 agents use it, you have a training/incentive problem.

Setup requirements (admin, for awareness)

1. Knowledge Capture app enabled in Admin Center → Apps.
2. Agents have Guide role allowing at least "contributor" (can create drafts).
3. Sections configured — so drafts have somewhere to land.

Gotchas

• Draft spam. If agents create drafts freely, your review queue grows fast. Good. But have a reviewer cadence — don't let the queue stale.
• Agents linking wrong articles. Sometimes an agent links a vaguely-related article instead of the right one. This skews "most linked" reports. Coach on precision.
• Inserted content can be too long. The article might insert verbatim as a public reply that's way more than the customer asked. Teach agents to edit the insertion, not just click and send.
• Private/agent-only articles. Linking an internal-only article into a public reply: the customer sees the text, but if they click through they'll 401. Insert excerpts, not links, for internal content.

Quick check — have you got this?

• An agent finds a perfect article for a ticket. Fastest workflow?
• An article is outdated. Agent action?
• There's no article for a question. Agent action?

Related articles

• C06 — Review statuses and publishing rules
• C15 — Creating and editing an article
• C16 — Content tags vs labels
• A11 — Using macros to reply faster