When responding to a ticket, our Agents would like to direct the User towards a specific FAQ.

Is there a way to include or embed an FAQ directly into a Response?

Hi Mr. Smith,

To answer your question, please refer to the FAQ "How to reboot your machine"

Step 1. Do this
Step 2. Do this too
Step 3. Do this

Please let us know if you need further assistance

Thank you!

You could create a canned response. Then the Agent would just select the canned response.

Yep - thats what we're doing... but now we have redundant FAQs/CRs...

We were hoping to leave the FAQs as FAQs, and not have to clone them into CRs too.

Any other thoughts?

Thanks

You could just have the canned response have the url to the FAQ. That way you dont have to update them in two places.

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