Using Knowledge Capture in a Ticket

Jarod Stanton

Updated 05 December 2025 12:53

Using Knowledge Capture in Zendesk helps agents search, link, and create Help Centre articles directly from the ticket interface—improving support efficiency and self-service content.

Q: What is Knowledge Capture in Zendesk?

A: The Knowledge Capture app lets support agents:

Search and link to relevant articles in ticket responses.
Flag articles for updates.
Create new articles while working on a ticket.
Mark articles as helpful or not

How to Use Knowledge Capture within a ticket in Zendesk

1. Access the Knowledge Capture App

Open a ticket in Zendesk Support.
Select the Knowledge Capture app in the right sidebar (right-hand panel).

2. Search for Articles

On the right sidebar, locate the Knowledge Capture app.
Enter keywords related to the issue in the app’s search bar.
You’ll see a list of relevant Help Centre articles.

3. Preview Articles

Click on an article title to preview it directly inside the app.
Review the content to check if it answers the customer’s question.

4. Insert Article Link into Ticket Response

Click on an article in the app.
Click the Copy link to conversation icon.
The article link will be added to your public reply or internal note, depending on which one you are writing in.

Notes:

You can also pin the article to the ticket by selecting the pin icon to the right of the Copy link to conversation icon.
You can also open the article in the Help Centre by selecting the Open in Help Centre icon.

5. Mark an Article as Helpful or Not

After viewing an article, select:
- Yes - If it helped resolve the issue.
- No - If it didn't help resolve the issue.
This helps improve article relevance.

6. Flag an Article for Update

If an article is incorrect or outdated, click the 3 dots on rthe ight side of the article.
Select Add feedback.
Leave a comment explaining what needs fixing and select Send feedback.
This sends the feedback to Guide admins for review.

7. Create or Request a New Article

If no article exists, you can create a new one or request to have one be created.

Create Article

Select + (plus) icon.
Select Create article.

For creating an article, a template opens where you can draft an article.

Request Article.

Select + (plus) icon.
Select the Request article.

In the request form:
- Select the Brand the article should live under.
- Provide a Subject for the article.
- Describe what the article should be about.
- Select the Request article.

Example Scenario

Customer asks how to reset their password.
Agent searches "reset password" in the Knowledge Capture app.
The agent finds the Help Centre article.
Agent clicks "Link article".
The agent sends it in the public reply to the customer.

Tips

Use Knowledge Capture early in your workflow—it not only helps the customer but also improves your Help coverage over time.
Use internal notes if you're linking an article for internal use only.
Help improve self-service by flagging articles that need updates.
Draft new content when you notice repeat questions with no article.

For additional information on using Knowledge Capture, please review the following Zendesk Help support articles: