Upvote 2

Link KB Articles to Topics

Gather Feedback Lee Roquet 7 years ago

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

Replies (1)


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

Thank you for sharing idea.

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