Link your knowledge base articles
When a verdict is Works as designed, Tracewell can search your Zendesk knowledge base (Help Center) for articles that explain the behaviour. The verdict links up to three of them, and the draft reply to the customer can point to them. This is optional; you set it up once per helpdesk.
Set it up
Section titled “Set it up”You need to be an admin of your Tracewell workspace.
- Open Settings → Connections and select the Zendesk card. Under your account’s Knowledge base, select Set up.
- Enter where your knowledge base opens, without
https://or a path. Tracewell suggests your Zendesk account’s address, such asacme.zendesk.com; change it to a domain of your own, such ashelp.acme.com, if your knowledge base is there. - Select Test search. Tracewell reads your knowledge base once, as a visitor who isn’t signed in, and says how many public articles it found, or why it can’t search it.
- Select Save.
To change the address, select Edit. To switch it off, select Edit, then Turn off. Without a knowledge base, verdicts link no articles.
| Test search says | What to do |
|---|---|
| This knowledge base needs signing in, or is still in setup mode | Tracewell only reads public articles. Make the knowledge base public in Zendesk, or leave it off. |
| … has no knowledge base | Check the address. A knowledge base on a domain of your own has that domain’s address. |
| Tracewell couldn’t reach a knowledge base at … | Check the address for typos. |
Which articles Tracewell links
Section titled “Which articles Tracewell links”Tracewell searches your knowledge base the way a visitor who isn’t signed in would. It only finds published articles that anyone can read, so every article it links is one you can send to the customer. Articles for signed-in users or agents only, and drafts, never show up. If your whole knowledge base requires signing in, Tracewell finds no articles.
Tracewell only links articles its search found, with the title your knowledge base gives them. When no article explains the behaviour, the verdict links none.
Where your agents see them
Section titled “Where your agents see them”In the Tracewell app in the ticket sidebar, under Documentational evidence of a Works as designed verdict. See Read a verdict.