Adding a KB link into a ticket

 

There are two ways to achieve this, the simplest and best is the first option below, as this will present the customer with a screen which mimics their customer portal.

Option 1

  1. Click solutions, the book symbol, in the left-hand menu.
  2. Find the KB article you wish to obtain a link to and open it.
  3. Click on the Copy Link top right as in the image below.

Graphical user interface, text, application Description automatically generated

  1. Navigate to the ticket you wish to place the KB article link into and paste it into the ticket comms you are sending.

A ticket KB link will look like this:- https://ciconnect.freshdesk.com/en/support/solutions/articles/101000396713-customer-portal-guide

 

Option 2

1.            Click solutions, the book symbol, in the left-hand menu.

2.            Find the KB article you wish to obtain a link to.

3.            Right click on the article and click Copy Link Address as in the image below.

 Graphical user interface, application, Teams Description automatically generated

4.            Navigate to the ticket you wish to place the KB article link into and paste it into the ticket comms you are sending.

5.            A typical link will look like this https://ciconnect.freshdesk.com/a/solutions/articles/101000431439