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Hi! is there a way to add a link to an article in the knowledge base other than going to that article, copy the link, then going to the ticket and put the link there?
link to knowledge base in ticket
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No, There is no automated way to do this in the UI.
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As ntozier said, not in the UI. However, using canned responses, I've been able to get pretty much the same functionality.I made a canned response for each KB article that I want to include frequently, put the link to the KB link in the canned response. Then, when you want to add a link to an article, select the canned response for that article from the drop down. It takes some time to set up the canned responses, but when actually replying to the ticket it is pretty quick and easy.
5 days later
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Yes, I'm using the same approach.Thanks