Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
We have no way to report on ALL of the variables associated to an article within the Knowledge Capture Dataset in Zendesk Explore. We plan to have internal articles created in an internal help center, but have no way to distinguish articles that should be transitioned to our public help center, or ones to keep in our internal help center.
What problem do you see this solving? (1-2 sentences)
This would allow Support agents to link internal and external articles to all tickets. There are certain processes where an internal article qualifies towards our Linking Rate. However, we need to be able to know which internal articles are being linked often that COULD be made public, and are not only about internal processes.
When was the last time you were affected by this lack of functionality, or specific tool? What happened?
This impacts our design proccesses. Currently, all linked articles are not able to be broken down by section or label. This means we look at all articles in the context of link rate, without really knowing anything besides the title.
How often does this problem occur and how does this impact your business? (3-4 sentences)
Impossible to quantify this right now, but I'd say this would be a monthly pain (pull articles once a month, maybe once a quarter)
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes, manually searching through articles to see if they are relevant or not.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Just bring parity from the GUIDE - Knowledge Base dataset. We need to know everything about an article. I do not believe this is a feature request but rather a desparate cry for help, since Support would not help escalate this internally. This is a miss, unless there is some explanation as to why I should not be able to filter by category or section in this dataset.
Thank you for taking the time to provide us with your feedback, it's great to see you active in our Community! This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!