Configuration of this Zendesk App is a simple process.

1. Install the Zendesk App from the Zendesk App Marketplace. 7 days free trial is included to try out this Zendesk App.

2. Disable Only check for Guide links when a ticket is submitted if you want the actions to be executed as soon as the article is added. Keep this option enabled if you would like to choose which action is performed when multiple knowledge articles are connected.

How to add actions to knowledge base article in Zendesk Guide

To configure the actions you need to add a label to a knowledge base article in Zendesk Guide. Depending on the naming convention of a label it compiles the action to be taken when added to a comment in Zendesk Support.

Examples

• field_12345_random_value will set Custom Field ID 12345 to value <b>‘random_value’</b> (Multiple actions possible in one article when using different fields)
• form_12345 will set Ticket Form to Ticket Form ID 12345
• group_12345 will set the Ticket Group to Ticket Group with ID 12345
• assignee_12345 will set the Assignee to User with ID 12345
• tag_random_tag will add the Tag <b>‘random_tag’</b> to the Ticket (Multiple actions possible in one article)
• macro_12345 will apply Macro with ID 12345 to the ticket (Multiple actions possible in article)

App Requirement Knowledge Capture Actions uses Article Labels and requires Zendesk Guide Professional or Zendesk Guide Enterprise or any Zendesk Suite subscription.

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