Plan requirement
| App | Knowledge Capture Actions |
| Subscription | Knowledge Professional or higher |
| Access | Admin |
Which article labels the app understands, and what each one does to the ticket when an agent inserts that article.
How a label is built
Two parts: the action, and what it acts on.
- Action. What should happen to the ticket.
- Identifier. The ID of the thing, or the tag to add.
You put the label on the help centre article. When that article ends up in a ticket comment, the app reads the labels and acts. It does not care how the article got there: inserted through Knowledge Capture or Knowledge Share, pasted in by hand, or included in a macro all work the same way.
Because it works on article labels, it needs Knowledge Professional or Enterprise on a standalone plan. On any Zendesk Suite subscription you already have what it needs.
The labels
| field_12345_value | Set custom field 12345 to the option with the tag value. Can be used more than once. |
| form_12345 | Set the ticket form to form 12345. Once per article. |
| group_12345 | Set the group to group 12345. Once per article. |
| assignee_12345 | Assign to user 12345. Once per article. |
| tag_something | Add the tag something. Can be used more than once. |
| macro_12345 | Apply macro 12345. Can be used more than once. |
When the actions run
One setting decides that, and it is set when you install the app: Only check for Guide links when a ticket is submitted.
Leave it on and the app waits until the agent submits the ticket, which is what you want when several articles can be inserted in one reply and only one of them should decide the outcome. Turn it off and the actions run the moment the article is added.
Once against more than once
A ticket has one form, one group and one assignee, so those labels only make sense once. Fields, tags and macros can stack, because a ticket can carry several.
What this is for
The article already tells the agent what to do. These labels make the ticket agree with it: the answer about returns also sets the category to returns, so your reporting matches what happened without the agent remembering to set it.
IDs, not names
Every identifier is a numeric ID. Renaming a group or a form does not break anything; deleting one does, and the label then points at nothing.
Worth checking the labels when you clean up forms or groups, because nothing warns you.
Start with one
Put a label on a single article, use it, and look at the ticket. Labelling fifty articles before testing one is how a wrong field ID ends up on all fifty.
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