Using the Zendesk Knowledge Capture App (proposal)

Background

This is a proposal that the Support team start using the Zendesk Knowledge Capture App.

If you're not familiar with it, check out the above page now.

Why

To share information between engineers so that we can answer customer questions more efficiently. It can also suggest answers to customers before they even submit a ticket.

How

Screencast

I've made a screencast that explains how to use this (it's internal only as shows customer data on a ticket). Please watch as it shows how this can work for us.

Resources

Here's the example ticket from the screencast - on the 'Apps' sidebar, open the 'Knowledge Capture' app and see how it's suggesting an answer for you.

Also lots of resources on the Zendesk site for using the Knowledge Capture app

NOTE: this does not replace the docs as a single source of truth for troubleshooting. This allows us to suggest answers to other engineers and customers that link to docs, GitLab issues or MRs.

Next steps

Please discuss here and if we get general agreement, I'll add instructions to the handbook.