Insert knowledgebase article into a ticket
Allow you to choose from knowledgebase articles and insert them into a ticket
-
Patrick Chan commented
Suggestion: New version of Hesk have URL link capability. So workaround is just copy the KB link & it can refer to it.
-
Christine commented
I like Jose's suggestion. But instead of writing the tag, just choose the article from a drop down menu like we choose canned messages. Although due to the hierarchy of sub lists the drop down options may have to be laid out in the same way as the KB articles are listed.
-
split commented
Or at a minimum, insert the link to the knowledge base entry from a drop down menu
-
eagle commented
webhelpdesk has such function, lookup in kb and insert the link of the article.
very useful!
-
split commented
Have a radio button that allows the title two options:
Knowledge base article is inserted into the ticket. The title when clicked hyperlinks to the article.
Option 2, the text/html of the article is inserted -
Jose commented
Either embed a link to them or embed the content. Also, add a tag like [article=12] for the canned responses. Then it can dynamically embed the latest article content in the ticket.