Easy links to the knowledge base

Feature requests
1
  1. What is your original issue/pain point you want to solve?
  2. Which are one or two concrete situations where this problem hurts the most?

When I write back to a user, I would like to refer to the knowledge base by providing a link, for instance:

To fulfill your request, we need the form XYZ (see [KB link]) and your computer name (see [KB link]).

  1. Why is it not solvable with the Zammad standard?

I am aware of the ?? shortcut, but it is not what I need:

  • 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
  1. What is your expectation/what do you want to achieve?

The following would be very useful:

  • A button to copy the public URL when a KB article is shown, independently of the current mode (edit or view)
  • A button to add a link to the knowledge base, when editing a message in a ticket

Your Zammad environment:

  • Average concurrent agent count: 40
  • Average tickets a day: 5
  • What roles/people are involved: Agent and user
4 Likes
2

Want to second that. While the inclusion of the KB article is great and requires less clicks from the end user, it would benefit if the option be provided to include link or content. That way agents can select the preferred way and do not need to change the way they work. Below is a mock-up with color differentiation for easy selection.

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