How to search for a Zendesk Guide article

As your support team's experience grows, they become to learn exactly which articles they need to review or work from in specific cases. But rather than having to build an expansive flow that covers every edge case, it can sometimes be better and faster for everyone to simply get out of your team's way and let them search for the article they need. The Zendesk: Search Guide Article steptype does exactly that.

Using this steptype, your team can search your entire knowledge base and read through the article they need, all without ever leaving the ticket. And since this steptype puts your team in the drivers seat, there's very little for you to configure.

Title

This appears up top in Sidekick when your team reaches this step in the flow. If you know what your team will likely be looking for when they get here, we recommend using this title to help guide them along.  For example, "Search for E-Bike troubleshooting guide" or "Search for the right reset procedure for the customer's product". As with all titles, the shorter the better.