Knowledge base access from a ticket
Be able to simply attach a link to a knowledge base article directly to a ticket, without having to leave the ticket, search the knowledge base, copy the url link and go back to the ticket and paste in the url...
Perhaps a pre populated drop down of articles or some such mechanism to directly access an article from a ticket.
This could be for a technicians benefit i.e. an SOP or the customers benefit, diy document.
15
votes
Steve Potter
shared this idea
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Lutz Prengel
commented
It would be very helpful to be able to link to an article in the knowledge base in a ticket response, so that the customer is taken directly to the article via this link.
Like NinjaOne