Insert Knowledge Base Link While Replying
While adding an update an agent can insert a relevant knowledge base article link in the copy of the response.
This can be accomplished from the Ticket Update Area itself, therefore making the process less tedious.
This can be done by:
- After you open the ticket detail page for the specific ticket to which you intend to add an update/reply to, click the 'Reply/Private Note' option.
- From the Update Area that opens up, click the 'Insert KB' option.
- A dialog box should open up, from where you can search and select the KB articles you want to insert and choose 'Insert KB'.
- This inserts a link to the KB to the point in your update where your cursor was present.