A hosted customer suggested to have a shortcut (like
??) that provides the answers URL instead of the complete answers content.
Use case here is to show the customer "you could have found it yourself"ish way of support.
If you always provide the whole answer, the customer might no longer even try to find the solution himself.
Yes would be very much appreciated. May I suggest ?!
Maybe with a customizable message from the KB Settings page that is always appended to the link.
Dear customer, RTFM
please include such - special if you have longer articles it is more likely that the people will dismiss the long e-mail but would read the same message in the web page … mostly because they keep the tab open until they have.
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