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Is it possible to 'push' completed tickets to a Knowledge Book?


#1

I’d love to able to push certain completed tickets right to a specific Knowledge Book - is this possible? And if it’s not, is there any plan to make this possible via an API?


#2

Hi Dave,

No, that’s not currently possible. The problem is that tickets don’t usually work well raw in the book format, there’s customers names, numbers, private info, etc. We usually recommend writing up a proper question/answer like KB page.

We have some ideas on how we might add some tools in the future for this but not in the upcoming release.

You could use the API to get the request info and then insert it via SQL to the KB. Currently the KB doesn’t have write api’s but the SQL is very straight forward.