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Search in and Input Text from Knowledge Base within a Ticket


#1

I would like to request that functionality be added that will allow users to search the knowledge base from within any given ticket. I’ve seen other helpdesk software that offer this kind of functionality and even automatically bring suggested results to the foreground based on either the presence of key terms or even custom-mappings from users.

This would really make the Knowledge Base that much more useful and dramatically increase the speed with which users can give customers answers.

Thank you!


#2

Along these same lines, it would also be nice if users could even quickly select and add paragraphs or even entire articles into tickets in a manner similar to how the response search behaves currently instead of requiring users to open the Knowledge Books, perform separate searches, and then copy/paste manually.