We create KB articles in response to our most FAQ's. However a large % of customers send in tickets with the same questions, so we can either send them the KB links or duplicate the content of the KB in a predefined reply. We feel strongly that providing the answers in the ticket is much more personal than sending a URL. So today, we more or less have our entire KB database replicated as predefined replies which not ideal for obvious reasons.
Why can't we insert the content of a KB article into a ticket response just like we do with pre-defined replies? Obviously the html would need to be stripped but I don't see that as a major issue. If this is a feature already suggested please let me know, I cannot find any reference on the forum or feature tracker. Thanks!
Why can't we insert the content of a KB article into a ticket response just like we do with pre-defined replies? Obviously the html would need to be stripped but I don't see that as a major issue. If this is a feature already suggested please let me know, I cannot find any reference on the forum or feature tracker. Thanks!