We recommend building as many of your procedures in FlowEQ as possible to avoid having multiple systems to maintain. But sometimes that’s not feasible, especially if you’ve already invested a lot of time, effort, and skill building out an internal knowledge base in Zendesk Guide. Use the Zendesk: View Guide Article steptype to view your knowledge base in Sidekick without ever leaving the support ticket. Better yet - instead of giving your team the the entire knowledge base to comb through you can filter the articles they see by category, section, or even just a single article for this step in your Flow.

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Title

This title will appear up to when your team reaches this step in Sidekick. You can use a generic title like “Find the right article for X product” or more specific one like “Review the reboot process article for X product”.

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(Optional) Filter by Category

Select a Zendesk Guide category from this drop-down field to present only the articles within that category to your team in Sidekick.

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(Optional) Filter by Section

Select a Zendesk Guide section from this drop-down field to present only the articles within that section to your team in Sidekick.

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Guide Article

Select an individual Zendesk Guide article, or turn on the Direct Entry switch to the right of the field, to type in the name of a specific article. When your team reaches this step in the Flow with this option, they will not be presented with a list of articles to choose from - instead only the contents of this particular article appear in Sidekick.