Jitbit Helpdesk - option to insert link to KB article into ticket instead of entire article text : Ideas forum

Implemented Suggested 3/26/2020 by Jared Call

4

votes

option to insert link to KB article into ticket instead of entire article text

To encourage clients to use the knowledgebase and be more self-sufficient, I include links to the KB article within the tickets, as well as inserting the KB article text into the ticket response.

It would be helpful if:

- inserting the article also inserted the article URL and title

- I could just insert the article title and URL instead of the entire article text

This would save the steps of finding the article, copying the URL, then going back to the ticket to paste the link in. Admittedly that's not hard, but it would save some steps.

Either way, adding the title of the KB article when inserting the KB article to the ticket would be nice.

knowledge base

Hector Bas 4/13/2020 6:19 PM

You can already link a KB directly from a ticket reply. When you go to "Insert KB Article", when you hover over the one you want, a hyperlink icon will appear. Clicking that will insert it at the location of your cursor with the title of the article and properly linked with the correct URL. The only downside I've found is that IF autologin links are enabled for your system, then the autologin mechanism is NOT applied to these KB article links, which kind of renders it useless for us since my customers aren't exactly the sharpest crayon in the box... I mentioned this in another idea suggestion not too long ago.

Jared Call 4/13/2020 6:52 PM

Thanks Hector! That is perfect. I hadn't noticed that before.