Tickets are often filled with knowledge and information your agents gather while answering questions from your customers. You should capture that knowledge for other agents! Myndbend Article Wizard enables agents to quickly generate articles that can pull the data from the ticket itself.
It starts by creating a template:
In the template, you can define all of the things that usually go into article creation, such as:
- Who can view the article
- Who can manage the article
- Should it be created as a draft
- Should we notify subscribers of that section that article has been published
All articles can use placeholders that you can find in the sidebars. Placeholders are used to pull values from the ticket to populate the article with relevant information from the ticket.
In cases such as release notes, where relevant data is scattered through multiple tickets, you might want to use multi-ticket templates. If View is selected (one of the Zendesk views) in the template, the article generator will pull data from all of the tickets in that view.
Creating an article from the template
Creating articles from templates is as simple as just selecting the template you want to use and clicking publish!
[GIF ON CREATING ARTICLE]