How to create public links to the knowledge base?

Technical assistance
1

Maybe there is something obvious I am missing here… 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]).

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

So how do I create a public link to KB answer from a ticket?
And how do I get the public link in the general case? For instance, to send it quickly by chat or e-mail. The preview button opens a URL which is not valid for normal users.

Thanks!

2

For the record, my current workaround is to log in with a test account, navigate the the KB article and copy the link from the addresse bar of the browser, but this is really cumbersome.

3

Hm, good idea! Could see this being quite useful, reducing email size and db size over time.

Did some tests to check:
No data in the Network responses that contain the URL.

Copy link address from ?? search menu, outputs FQDN.
(link address from empty ?? search outputs ticket zoom article)

Copy image address from ?? added content, no URL, it’s Base64.

I guess the only way for now is to see if there’s an option in the API call to change the code and output the URL instead. However, that sounds very risky and you absolutely shouldn’t :slight_smile:

Make a Feature request instead, i would for sure upvote this!

Hopefully someone else in the community here might know a trick or two on how to achieve this.

4
5

As I found out since, the URL of the page changes when clicking on the “Edit” button of a page. If it contains “/edit”, it will not work for normal users, obviously. So my new workaround is to just leave the edit mode before I copy the URL from the address bar.
Still, the following would be very useful:

  • A button to copy the public URL when a KB article is show, independently of the current mode
  • A button to add a link to the knowledge base, when editing a message in a ticket
6

If you have feature requests, please create a feature request for that - make sure it’s not already requested:

7

OK, done: Easy links to the knowledge base