Search and Insert Articles into the Ticket Response

The insert article links feature helps to share articles when replying to customer tickets. This helps to share an efficient solution with customers for repeated questions. It improves the ticket resolution time and increases the agent’s productivity.

Checkout 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
2. Navigate to the ticket you want to link to the article when providing the response.
3. Select the Message tab and click Reply.
4. Click the Insert an Article tab in Editor.

5. After clicking, the following screen pop up along with articles. You can search and find what you want to link.

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

7. After inserting the article, it will be placed in the response as below. Users can open the article by clicking the link.