Learn how to succeed in your role as a service desk agent.
Automatically comment to share knowledge base articles
You can Create a custom automation rule that shares articles based on keywords in the request summary.
To create the rule:
From your service desk project sidebar, select Project settings () > Automation.
Select Add rule, then Create a custom rule.
Create a rule with the following properties:
When issue created.
If issue matches summary ~ <keyword>. Use Else if to add more keywords and related articles to the same rule.
Then add comment. Add your comment to the text box, and link the article using the format [Link name|article URL]. Make sure Comment type is set to Public.
Remember not to share the Confluence URL of a knowledge base article directly, as customers likely won’t have access to that Confluence site.
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