When logging an Action on a ticket, you can insert a KB article on the fly. This is a easy way to provide answers to repetitive questions and avoid the need to retype the solution over and over again. Some people call this "canned responses" as well. Clicking the "Insert KB" will open up a ticket search where you can search by ticket number or name - and will only search tickets that have been added to your Knowledge Base.  Here is how it works from start to finish: 1. Make a new ticket (any type - it does not matter). 2. The ticket name is the KB name and the description is the article body. 3. Set the Status of the ticket to Closed. 4. Check the boxes Visible to Customers and Knowledge Base 5. Write your description and attach any files. 6. Click Save & Close The next time someone raises a ticket with your team that you have already answered, log a new action in the ticket, type in whatever leading text you want and click the Insert KB button to insert it below. |
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Tickets >
Insert KB/Canned Response |