# Inserted Knowledge Base answers into a Ticket support variables just like Text Modules **URL:** https://community.zammad.org/t/inserted-knowledge-base-answers-into-a-ticket-support-variables-just-like-text-modules/21412 **Category:** Feature requests **Created:** [October 16, 2026, 12:03pm UTC](https://community.zammad.org/t/inserted-knowledge-base-answers-into-a-ticket-support-variables-just-like-text-modules/21412 "2026-10-16T12:03:03Z") **Posts on this page:** 1 **Page:** 1
### Author: ![Dr4gon](https://community.zammad.org/user_avatar/community.zammad.org/dr4gon/32/11407_2.png) [@Dr4gon](https://community.zammad.org/u/Dr4gon) #### Post date: [October 16, 2026, 12:03pm UTC](https://community.zammad.org/t/inserted-knowledge-base-answers-into-a-ticket-support-variables-just-like-text-modules/21412/1 "2026-10-16T12:03:03Z")
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: 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