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Share knowledge base articles with customers in a request

Before you begin:

You can share knowledge base articles with your customers by inserting the article link via the internal issue view of a request. To do so:

  1. From your service project, go to Queues.

  2. Select the required issue.

  3. Select the Knowledge base field to see relevant related articles. Hover over the article name and select the Share as comment icon. This will add a link to the respective article in the comment field.

  4. Enter any additional text in the comment field if required.

  5. Select Save to share the comment with your customer.

Last modified on Nov 11, 2020
Cached at 6:40 PM on Dec 2, 2020 |

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