Link KB Articles to Topics

Lee Roquet shared this idea 2 years ago
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Is there plan to allow a user to link a KB article or FAQ to a user post/ticket. This would be a great plan as this helps to keep the articles/faq relevant and helps to see a key metric, knowledge re-use. The more you can re-use your KB/FAQ linked to customer requests, the hope is that your agents are able to reduce the open time for requests. Anyway, it would be easy to add a search or url link to the KB article, just need the report to show all posts/tickets linked to articles. this should also help push articles/faqs to the top of the search returns as they are being used more and more. Thanks for the help

Comments (1)

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We don't have plans for this feature, but would consider it after 4.0 release.


Thank you for sharing idea.