Create a Knowledge Base Article from an Agent Update
Mar 13, 2019
5057
HappyFox allows you to save and document the agent's responses to your customers for future use.
Available plans: ✔️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus
To convert a private note/reply that was sent by the agent, from a HappyFox ticket into a Knowledge Base(KB) article, click on More > Create KB Article. You will then be redirected to the page to create a new KB article.
An Agent will only see the option of Create KB article if they have access to Manage Knowledge Base Sections and Articles under Roles and Permissions > Managerial.
Clicking Create a KB article results in:
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The text from the agent's update gets auto-populated into the contents of the new article to be created.
- The visibility is set to Internal Agents by default (Uncheck it if the article needs to be public)
You may then proceed to edit the contents of the KB article, give it a title, assign it to a particular section and then create it.
Note: This option will only convert the specific agent replies and not the entire ticket.
