How can agents leverage knowledge to help customers?

You can use our Knowledge Capture app to leverage your team’s collective knowledge.

Using the app, agents can:

• Search the Help Center without leaving the ticket
• Insert links to relevant Help Center articles in ticket comments

Agents never have to leave the ticket interface to share, flag, or create knowledge, so they can help the customer, while also improving your self-service offerings for other customers.

Additionally, you can directly access the help center to find the articles you need.

Using the app, agents or Signed-in users can:

• Search for keywords to find related articles.

• Search for related articles by directory and article title.