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Known Issue
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Using Known Issue Articles
Create Known Issue articles to collect complaints and update customers about bugs and issues you're aware of.
Tip:
Review your top Known Issues from the Knowledge Base Insights dashboard.
Creating Known Issues
When you create a Known Issue, you select a status to show customers which stage you're at in fixing the problem. Choose from Looking into it, Working on it, Resolved, or Third-party bug.
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in the side panel on the left.
Tip:
Check out our best practices for writing Known Issue articles.
Following Known Issues
Customers can follow Known Issues by clicking Report at the bottom of the article, or by having their ticket linked to it. You can automatically notify followers when you update the Known Issue's status.
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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 Statuses
Known Issues display a status at the top to let customers know which stage you're at in regards to fixing the problem. You can send automatic notifications to followers when you update the status.
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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.
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