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Submit ticket action as an article
4 min
Created by Movidesk on 7/2/2019 4:31 PM
Updated by Karine Moreira on 9/20/2024 12:22 PM

In this article, you will learn how to use the ticket action as an article.

 

As an agent, you can suggest creating an article from a ticket. This feature can be very useful in the case of an agent's response to a customer about a specific feature or information that does not yet have an article in the knowledge base.

With the ticket open, you just need to click on the Knowledge Base icon in the action you want to submit. Clicking on the icon will bring up a window offering the option to submit the action as an article.

Choose the Submit Action option, and a new window will open with the ticket action content. You can edit the text if needed. Then, click Save. After this, an indication will be visible at the top of the suggested ticket action, saying "Waiting for approval."  

 

The administrator or agents with access profiles (as set by the administrator) can approve or reject the article. When submitting an action as an article, a Draft file containing the suggested text will appear in the grid (under the Settings > Articles ) grid, for the administrator and/or permitted agents.
Clicking on the draft will open a new screen allowing you to choose between approving or rejecting the text. If you choose to approve, the article publishing and editing screen will appear. Note that at the top of the screen, there is an indication that it is a suggested article.
If you choose to reject the article, it will be deleted and will not appear in the knowledge base.
Important: If your knowledge base is multilingual, the action submitted as an article will always be for the language defined as the default in the knowledge base, which is set in the Movidesk parameters. (Parameters > Additional Modules > Knowledge Base).

 

After approval, the indication at the top of the ticket action will be modified.

 

In the knowledge base, the published article appears under the name of the agent who wrote the suggested publication, i.e., the person who performed the action on the ticket.

If you choose to reject the article, clicking this option will prompt a pop-up for you to confirm the deletion of the text.

 

Once confirmed, the indication at the top of the ticket action will be modified.