Search and Insert Articles into the Ticket Response

The article links feature facilitates sharing articles during customer ticket responses, speeding up solutions to frequently asked questions, reducing ticket resolution time, and boosting agent productivity.

Check out this video for more details.

How to insert an article

Follow the given steps to insert the article link in the ticket response:

1. Click the Ticket module and navigate to the ticket you want to link to the article when responding.
2. Select the Message tab and click Reply.
3. Click the Insert an Article tab in Editor as shown in the screenshot below.

5. Search the required article link using the search box.

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

7. Select the related article and click the Insert Link option.

8. The article will be included in the response. You can open it by clicking on the link provided as highlighted in the following screenshot.