How can I generate public links for a knowledge base?

Technical assistance
1

Hi there,

I think I might be missing something obvious here, but I’m hoping you can clarify. When I respond to users and want to refer them to a specific knowledge base article, I prefer to provide a link like this:

css

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

I know about the ?? shortcut, but it’s not quite what I’m looking for, for a few reasons:

  1. It inserts the content inline, which makes the message longer and potentially confusing.
  2. I want to explicitly direct users to the knowledge base so they can find more detailed information on their own, reducing future support requests.
  3. If the knowledge base article is updated, I want users to always access the latest version. A link would achieve this, rather than providing a static copy.

So, how can I create a public link to a knowledge base article directly from a ticket?

Also, in general, how can I obtain a public link to an article? For instance, to quickly share it via chat or email? The preview button provides a URL, but it seems invalid for normal users.

Thanks in advance for your help!

Regards
Emmanuel Katto

2

You can see the public link to every knowledgebase entry on the top right

grafik
grafik240×174 1.45 KB

Maybe you could add text modules containing the commonly used links you want to send to people which you can quickly access with the :: shortcut