Quick access to FAQ items for replies

thesen

Would it be possible to have something like a drop down menu of FAQ items in the reply section to be able to quickly link them in the response? It is a little time consuming to separately go through FAQ items, find the corresponding URL and then link it to the response.

KevinTheJedi

thesen

This is what Canned Responses are for.

Cheers.

thesen

KevinTheJedi But there will be cases that it would be much more practical to have the information on FAQ where customers can access that before opening a ticket and the agent would then send a one liner canned response where the particular FAQ can be linked. Perhaps something to consider?

KevinTheJedi

thesen

But if the FAQs are public then they are always accessible from the client portal for users to see. I do get it but for now you can use canned responses.

Cheers.