The ProProfs Knowledge Base app enables Zendesk agents to search and reference articles from their ProProfs knowledge base directly within tickets, either by pasting content or inserting article links for customer-facing solutions. Agents benefit from keyword-based search functionality that reduces resolution time by eliminating the need to switch between applications, and can convert missing information into FAQs to continuously improve the knowledge base. This integration streamlines support workflows and accelerates ticket resolution for teams using both Zendesk and ProProfs.
Vendor Description
With ProProfs Knowledge Base app, your agents can resolve the tickets on Zendesk easily. They can either search for information instantly and paste the same as a response or provide a direct link to a suitable Knowledge Base article right into the ticket comment. This will reduce the response time of your agent in answering customer questions.
Key Features
- Search articles in an external Knowledge Base without leaving the ticket.
- Add relevant Knowledge Base article links in the ticket for instant ticket resolution.
- Convert the ticket into an FAQ if you find the information missing in your Knowledge Base.
- Keywords-based search for Knowledge Base article.
Use Case
Zendesk and ProProfs is a powerful combination that can help you deliver delightful experiences to your customers. Your agents can use the ProProfs Knowledge Base app to resolve tickets on Zendesk. The app eliminates the need to open various articles for ticket resolution. It saves time by helping your agents find the right knowledge Base article link, and paste it in the ticket. Accessing knowledge is a breeze with the ProProfs Knowledge Base app.
Installation
Four simple steps to install the app -
- Install the ProProfs Knowledge Base app from the Zendesk App marketplace. It’s completely free of cost.
- Enter the URL of your external Knowledge Base.
- Provide your Knowledge Base account API for authentication. (You can find your API key within your ProProfs Knowledge Base Account. Go to Settings -> Integration -> Zendesk. Here you will find your API key. You can use the existing one or generate a new one.)
- Enable or disable the option to post articles to Knowledge Base in case of missing information.
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