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Can you create new internal knowledge from a ticket? Or via Chrome extension like Guru so you can add internal knowledge from anywhere/

  • August 31, 2024
  • 1 reply
  • 32 views

Guru has a great feature with their extension where you can capture knowledge from anywhere and make a new card. 

I see that it’s possible to create internal article under Knowledge Sources. 

But there doesn’t seem to be an easy way to do this from within a ticket or from within our internal web-based communication tool. 

I’m interested in agents being able to capture internal knowledge in the moment so that it can be refined later. If I can do it in Intercom and we don’t need a separate app like Guru, that would be fantastic. 

Thanks! 

 

Best answer by Beth-Ann

Hey @mollycase! I’m the Knowledge Manager here at Intercom 😃

We currently don’t offer an extension (or similar) to capture internal knowledge and add it to an internal article in the Knowledge Hub.

At Intercom, we use Back-office tickets to enable teammates to submit new knowledge requests or updates straight from the Help Desk. For example, if they spot some information is missing or inaccurate, they’ll open one of these tickets to get the content improved without leaving the inbox or losing too much time. The ticket form is set up to capture the details we need e.g. link to existing resource, urgency, details of the request, screenshots, etc.

We have a knowledge team who pick up these requests and get the info added/updated in our Knowledge Hub then let the teammate know once it’s actioned by responding to the ticket and closing the loop. 

Capturing and improving knowledge has become super important for AI-first customer service and our Product teams are exploring new ways of making this process easier and faster! So keep an eye on our Product Updates for new features in the coming months… 👀

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Beth-Ann
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  • Employee
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  • September 2, 2024

Hey @mollycase! I’m the Knowledge Manager here at Intercom 😃

We currently don’t offer an extension (or similar) to capture internal knowledge and add it to an internal article in the Knowledge Hub.

At Intercom, we use Back-office tickets to enable teammates to submit new knowledge requests or updates straight from the Help Desk. For example, if they spot some information is missing or inaccurate, they’ll open one of these tickets to get the content improved without leaving the inbox or losing too much time. The ticket form is set up to capture the details we need e.g. link to existing resource, urgency, details of the request, screenshots, etc.

We have a knowledge team who pick up these requests and get the info added/updated in our Knowledge Hub then let the teammate know once it’s actioned by responding to the ticket and closing the loop. 

Capturing and improving knowledge has become super important for AI-first customer service and our Product teams are exploring new ways of making this process easier and faster! So keep an eye on our Product Updates for new features in the coming months… 👀


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