What it is
The duty Keeps the help center current, held by the Knowledge Manager, reads the product changes of the past week and finds help articles that now say something untrue. It proposes the edit, or a new article for a question support could not answer. A person approves every proposal.
Where to find it
- The agent: Office › Agents › Knowledge Manager.
- Its proposals: Inbox, and your Slack channel for proposals when Slack is connected.
Review a proposal
- Open the proposal in the Inbox or in Slack.
- Read what it carries: the article, the product change that made it untrue, the passage Before and the replacement After.
- Approve it, or dismiss it with a reason.
- Apply an approved edit in your help center yourself. The agent does not edit existing articles.
- For a new article with Zendesk as your help center: approving creates the article in Zendesk Guide as a draft. Publish it in Zendesk when you are happy with it.
What it proposes
| Proposal | When |
|---|---|
| An edit to an article | A released change made a published article untrue. |
| A new article | A new feature has no article, or support met a question the help center could not answer. |
| A change to the ticket categories | Once a month, or when many tickets fit no category. |
| An issue for a feature request | Three or more customers asked for the same thing, and a tracker is connected. |
Good to know
- It runs every Monday at 06:00 by default. You can change the schedule on the duty's Settings tab.
- It needs your help center and your code connected. Without the code it proposes no article change, because every proposal must point to the change that proves it.
- It never edits, publishes or deletes an article by itself.
- A quiet week is reported as quiet. It does not invent articles to show work.
- The same Monday run writes the weekly support summary for the GM: tickets by category, time to first reply and to close, and how many drafts went out as written.
- The people who decide in Customer success approve its proposals.