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Share knowledge base articles with customers

You can share knowledge base articles with your customers either from the knowledge base or from the issue view.

Share article with customers from the knowledge base

  1. From your service project, go to Knowledge base.

  2. Select the relevant article.

  3. Under Share this article, select Copy article link.

  4. Share the link with the customer. On clicking the link, the customer will be able to see the article in the help center.

Share article with customers from the issue view

  1. From your service project, go to Queues.

  2. Select the required issue.

  3. Go to the Knowledge base section to see relevant articles. You must have at least one knowledge base space linked to your service project to see relevant articles in the issue view.

  4. 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.

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

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

Make sure the article you wish to share is set up to be viewed by your customers. Learn how to manage knowledge base permissions from your service project.


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