Allow easy linking of KB articles

Feature requests
1

Currently, it is very cumbersome to add links to KB articles in tickets or get an URL for linking from outside to Zammad.

The ?? shortcut in tickets answers is not useful:

  • It inserts the content inline, making my message longer and confusing
  • I want to make users aware explicitly of the knowledge base to reduce support in the long term
  • If the knowledge base changes, I want users to use always the newest information. For that, a link is better than a copy

In addition, I sometimes need to put a reference to the KB outside of Zammad, for instance by chat, e-mail or to add a link from a different application to Zammad.

See also:

I think we need two different functions:

  • In the text editor (e.g. ticket answer), make it easy to create a link to a KB article. A nice additional feature would be a warning if the involved users do not have read access to it.
  • When looking at a KB article as an editor, there should be a way to open or copy the public link of the former
6 Likes
2

Yes, this function would be very useful.
I would also prefer to insert links rather than the article itself.
As my articles can usually be long.

I can only support this.

1 Like
3

Unsure if there’s any security risks involved, but i do hope to see this feature in the future.
If there’s any plans for this, please include an Admin option to:

  • Allow only public
  • Allow only internal
  • Allow all

That should cover some risks.

Benefits:

  • Less storage for db, especially if you have big guides in KB with tons of pictures.
  • Increased readability from end-user, most people just skim or skip long emails.

Ony way to use URL right now could be to:

  • Create duplicate of KB
  • Add (URL) at end of Title
  • Paste in the URL to original KB

Now you can search for the URL and only add that by using the (URL) variation, however this is a pain in the a** if you have 100++ KB articles :slight_smile: