About Known Issue Articles

Known Issue articles allow you to inform and update customers about bugs and issues you're aware of. You can also use them to collect complaints so you know what needs fixing the most. 
Tip:
Review your top Known Issues from the Knowledge Base Insights dashboard. 

Following Known Issues

Customers can follow Known Issues by clicking Report at the bottom of an article. They can also become followers when agents link their tickets to Known Issues. When you update the article's status, you can automatically notify followers. 
Tips:

Known Issue Statuses

Unlike regular articles, Known Issues display a status at the top of the live article. The status lets customers know which stage you're at in regards to fixing the problem. When you update the status you can send automatic notifications to followers. 
Tips:
  • Customize the email template you can send to followers when you update the status.
  • We recommend unpublishing Known Issues that have been resolved for more than 2 weeks.

Related Articles

Creating a Known Issue Article

Create Known Issue articles to inform customers about bugs and issues you're aware of. Customers become followers when they click Report at the bottom of the article or have their ticket linked to the article by an agent. You can then update the article's status to automatically notify followers. Before you begin:Check out our best practices for writing Known Issue articles. To create a Known Issue article:Click the Knowledge Base icon in the side panel.Click + New Article at the top right.Select Known Issue.Click the Known Issue status drop-down and select a status:Looking into it: Let customers know you're investigating the problem. Working on it: Let customers know you're working on fixing the problem. Resolved: Let customers know the issue has been resolved. Third-party bug: Let customers know the problem is due to third-party bug that's beyond your company's control.   (Optional) Select a category for your article from the Category drop-down. Note: An article must be in a category before you can publish it. You can move it to a category later.  Click Create Article.Enter the title of the article in the Title field. Tip:Save your work early and often by clicking Save in the top right. Click the Write something field and enter content for the article. Add as many content blocks to the article as you'd like. Click Save at the top right.When you're ready, click the Save drop-down and select Publish.  (Optional) Select publishing options:  Notify followers: Send an automatic notification to followers of the article. Learn More Update URL: Update the live article's URL (if you've changed the title of the article). Note: The old article URL will redirect to the new URL.  Click Publish Article. Next: Learn how to update a Known Issue's status to inform followers of your progress.  Learn how to view an article's stats to check how many followers it has. 

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Updating a Known Issue Status

Update a Known Issue's status to let customers know how close you are to fixing the problem. When you update the status, you can notify followers that are experiencing the issue.  To update a Known Issue status:Go to the article's Content Editor. Click Known Issue at the top. Click the Known Issue status drop-down and select a status:Looking into it: Let customers know you're investigating the problem. Working on it: Let customers know you're working on fixing the problem. Resolved: Let customers know the issue has been resolved. Third-party bug: Let customers know the problem is due to third-party bug that's beyond your company's control. Click Update.   (Optional) Click the Notify followers checkbox to automatically send notifications to followers. Important:We recommend leaving Notify followers unchecked if you're also updating the article's content. You can notify followers later when you publish to make sure they view the new content instead of the old. Choose an update option:English Only: Update the article's status only in the English version of the article. Note: "English" is replaced by your account's primary language if it's different. All Languages: Update the article's status in every language version of the article. Edit your content to reflect the Known Issue's new status. Click Save at the top right.When you're ready, click the Save drop-down and select Publish.  (Optional) Select publishing options:  Notify followers: Send an automatic notification to followers of the article. Learn More Update URL: Update the live article's URL (if you've changed the title of the article). Note: The old article URL will redirect to the new URL.  Click Publish Article. Tip:Learn how to customize the email template sent when you notify followers. 

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Tips for Writing Known Issue Articles

Your Known Issue articles should all follow a similar structure, made up of a title and text. Article TitleYour title should be a brief description of the issue. We recommend adding the date before the title to help customers and team members easily see when you opened the issue.For example: 30 August, 2019 - Unable to Edit TextArticle TextYou can decide if you want to use the same text for all of your Known Issues or change the text for each issue.Include one or more of the following sections in your Known Issue:A sentence stating that you are aware of the issue and you're collecting more information, or working on it.An invitation to report that you're experiencing this issue by clicking the button at the bottom of the page.An explanation of what can be done in the meantime (e.g., a workaround), if possible.

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Customizing Email Templates Sent to Article Followers

Edit the email notifications that followers receive when you resolve a Known Issue or release a Feature Request. Customers become followers of articles when they click "I'm experiencing this issue" or "Vote for this feature" on an article. Tip:View a step-by-step tutorial for using an HTML editor to add text to email templates. To edit the email templates sent to article followers:Hover over Settings  and click Email Templates.(For multilingual support) Select a language next to Email Templates in.Click Edit next to the relevant Article Followers email template:Known Issue Resolved: This email is sent to customers when a known issue they're experiencing is resolved. Feature Request Released: This email is sent to customer when a feature request they've voted for is released. Enter your Email Subject text.(Optional) Click the Placeholders icon  to add dynamic text.Edit the content of the email:Click in the Email Body field on the left to edit your template's CSS.Note: View a preview of your email template in the panel on the right. (Optional) Click the Placeholders icon  to add dynamic text.Click Save. Notes:To disable a notification click the toggle next to the relevant email template. Changing a template in one language does not update it in other languages. Using Dynamic PlaceholdersAdd placeholders to your templates to automatically include content that references existing information. For example, you could include the first name of your customers in every automatic reply. Learn More 

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Knowledge Base Insights

Review important Help Center article stats from your Knowledge Base Insights dashboard. Hover over the Insights icon  and click Knowledge Base to get started.Filtering Your Knowledge Base InsightsAdjust the following knowledge base filters:Time Range: Click to adjust the date range of the data you're analyzing. Select a preset time range or click the calendar to select a custom range and click Apply. Compared to: Click to adjust the date range used by the percentage of change metric. Language: Click to filter for articles in a specific language. Origin: Click to filter for the source of your data (e.g., Help Center or a specific widget).Category: Click to filter specific article categories. Viewing Your Knowledge Base Insights ChartYour Knowledge Base Insights chart consists of:Unique Visitors: The total number of unique visitors to your articles.Article Views: The total number of article views. Searches: The total number of article searches.Contacted Support: The number of visitors that contacted support after viewing an article. Self Service success: The percentage of viewers that did not contact support after viewing an article.Tip:Hover over the chart to view precise data measurements at specific dates or times. Article AnalyticsTake a look at article trends and view more in depth statistics beneath the chart.Hover over an article and click View to open a pop-up with further details. Then, hover over the chart to view precise data measurements on particular dates.Most Viewed ArticlesLearn more about the topics that interest your users. These are the most viewed articles during your defined time range.This report includes both the number of help center and widget article views. Most Helpful / Unhelpful ArticlesLearn what your users' favorite articles are and which ones may need improvement. This report is based on the number of "helpful" and "not helpful" votes each article receives. Most Popular Feature RequestsHere you can find out which features your customers really want according to the top voted feature requests. This report is calculated by the number of votes for your feature requests. Popular / Unanswered Search TermsIn this report you can explore trending search topics. These are the most searched for terms during your defined time range. Click the Popular searches tab to view your top searched key terms. Click the Unanswered searches tab to view search terms that do not return any relevant or related help center articles. Most Common Known IssuesThis report displays statistics on your most common known issues. These are bugs or known issues that have received the most clicks on 'I'm experiencing this issue' during your defined time range. 

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