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:

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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

3

I have published a KB within our self-hosted Zammad instance. We even have a custom URL of \knowledge. The default URL of \help is also available and published.

We want to restrict access by articles so that some can be visible to anyone, some to registered customers, and some to only employees.

When I try to access either URL from a browser session that has not logged into Zammad (trying to mimic as public a user as possible), I get a “Page not found” page with a “Click here link to go to the homepage” text line below the notice. The click here link however remains on the KB URL page.

I am stymied on how to get our published KB to display for the general public. There appears to be no login page for just accessing the KB.

Can we actually have our KB publicly accessible or is at least a registered customer account required?