The Zendesk App is currently unavailable while we are migrating to the v2 version of the Zendesk Apps framework. Current installations will continue to work and can be updated as needed.
Contact us to be notified when the app is available – we hope to have it ready soon and we'd love some beta testers!
The KnowledgeOwl Zendesk App will search the subject and message body of tickets and suggest related articles from your KnowledgeOwl knowledge base for your agents to share with customers. This will help your support agents keep familiar with your knowledge base content and encourage them to share documentation.
Agents can simply click the red plus icon to insert the link to the article at the bottom of their message to the customer.
Agents can also submit searches in the KnowledgeOwl Zendesk App to find the specific article they wish to share.
Once the desired article is found, agents can click the article title to open in a new tab and review it to ensure it has the content they wish to share. If the agent needs to include more than one article, the agent can just submit another search!
Setting up the KnowledgeOwl App is easy! Click the Admin icon in the sidebar, then select Apps > Marketplace. Find the KnowledgeOwl App, click it, and click Install App.
Enter the subdomain of your KnowledgeOwl knowledge base, found under Settings > Basic in KnowledgeOwl. Customize the number of articles you wish to display at one time (default is 10). Check Enable role restrictions? which allows you to choose which user roles see the app. When you are finished customizing these settings, click Install.
Once the KnowledgeOwl app is installed, test it out! If you have a private domain set up in KnowledgeOwl, the app will use this domain in the links!