Inserted Knowledge Base answers into a Ticket support variables just like Text Modules

Feature requests
1

Hi Community, customers, and coding nerds,

Title: Make Knowledge Base answers great again!

  1. What is your original issue/pain point you want to solve?
    A lot of users misuse Text Modules instead of the intended Knowledge Base answers because they can use variables available in a Ticket context such as the name of the customer. And of course every custom Attributes available.

  2. Which are one or two concrete situations where this problem hurts the most?
    Daily ticketing with standard procedures, where longer answers than “Dear Mr. Ferguson.” are needed. e.g. Reset your password (Type: System specific guidance), usage one or more screenshots etc. And possibly the combination of several more individual Attributes. Skechers shoe brand, model type, color and a refund issue.

  3. Why is it not solvable with the Zammad standard?
    No variables available in Knowledge Base answers.

  4. What is your expectation/what do you want to achieve?
    A default value for Knowledge Base variables that you can still write something like:

    “The customer needs to reset their password by clicking a custom link (<- this is the variable which resolves in a pasted Ticket into https://your.zammad.instance)” and do 1. 2. 3. 4."

    Allowing you to still use it as a customary KB article on the hand, and the other hand leverage the Ticket context for individual responses.

Your Zammad environment:

  • Average concurrent agent count: -
  • Average tickets a day: -
  • What roles/people are involved: -

Anything else which you think is useful to understand your use case: Feel free to ask, discuss, and improve my initial idea.

Sunny regards from Berlin,
De Long