Tips for Writing Known Issue Articles

Your Known Issue articles should all follow a similar structure, made up of a title and text. 

Article Title

Your 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 Text

Article Text

You 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.

Related Articles

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 IssuesCustomers 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. Show me howGo to the live version of a Known Issue article. Scroll to the bottom of the article and click Report. Tips:Create Known Issues as soon as you receive multiple complaints about a specific problem. Link tickets to Known Issues so you can easily update customers when issues are resolved. View a specific article's stats to learn how many followers it has.Known Issue StatusesUnlike 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. Show me howTo update a Known Issue article's status:Go to an 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. 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. 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.

2 min read

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. 

2 min read

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. 

2 min read