Sharing relevant knowledge base articles in ticket responses helps agents provide consistent answers to frequently asked questions. Instead of manually entering detailed instructions, agents can search for an existing article and insert its link directly into the ticket reply.

This helps customers access complete self-service instructions, reduces ticket resolution time, and improves agent productivity.

Watch the following video for more information:

Insert an Article Link into a Ticket Response

To insert a knowledge base article link into a ticket response:

1. Go to the Tickets module.

2. Open the ticket to which you want to reply.

3. Open the Messages tab.

4. Click Reply.

5. In the reply editor, click Insert an Article.

6. In the Insert an Article dialog, use the search box to find the required article.

7. To filter articles, select your desired language in the popup.

8. Select the related article and click the Insert Link option. The article title and link are added to the ticket response.

   

Troubleshooting

The Required Article Does Not Appear in the Search Results

Confirm that:

• The article title or search keywords are entered correctly.
• The correct language is selected.
• The article is published.
• The article belongs to an accessible brand.
• The article has not been deleted, archived, or made unavailable.

The Customer Cannot Open the Article

Confirm that:

• The article is published.
• The article is available in the customer portal.
• The customer has the required access to the article.
• The article belongs to the correct brand.
• The inserted link is complete and has not been modified.

The Wrong Language Version Is Inserted

Remove the incorrect article link, reopen Insert an Article, select the required language, and insert the correct article version.

Frequently Asked Questions

1. Can agents insert knowledge base article links into ticket replies?
   Yes. Agents can use Insert an Article in the ticket reply editor to search for and insert a published knowledge base article link.

2. Can articles be filtered by language?
   Yes. Use the language filter in the Insert an Article dialog to display articles in the required language.

3. Does inserting an article add the entire article to the reply?
   No. The Insert Link option adds the article title and link to the ticket response.

4. Can agents add more information after inserting an article link?
   Yes. Agents can add ticket-specific guidance before or after the inserted article link.