Linking an Article in a Ticket

Use KB Articles Directly in Replies

KB Panel in the Ticket

In the ticket detail view, you will find the KB Panel on the right. It shows you the latest articles and offers a search function.

Insert Article

1. Open the KB Panel in the ticket sidebar
2. Search for the appropriate article
3. Click on Insert in Reply — a formatted link will be inserted into the editor
4. Or click on Copy Link to copy the article's URL

Link Articles with Ticket

You can also permanently link articles to a ticket. These links are visible in both directions — on the article editing page, you can see all linked tickets.

Create an Article from a Reply

If you have written an especially good reply, you can save it directly as a KB article. To do so, click the Save as Article button on the outgoing message.