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