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Unable to view private knowledge books when filling out request notes


#1

When trying to create or respond to a request in the HelpSpot workspace in the notes section of the request I’m not able to see any of the private knowledge books that exist. I created a public book and it was visible. I need all books private because I don’t want them on the portal pages. However, I would like the helpdesk staff to be able to easily search and include content from the private books. Is there a way to do this from the notes section?


#2

Hi Chris,

That’s not currently possible as that KB link system is primarily designed to insert links in the note which of course can’t be done with a private book. However, if they need to insert information what you probably want to look at is Workspace->Responses. Responses allow you to set the note but also set all kinds of other fields as well with one click so they’ve very handy for fast responses.


#3

Thanks for the response - I didn’t realize that the KB selections were inserted into the note as a link. Given that, it makes complete sense why private books aren’t listed.

I will look into setting up global responses to take care of my desired behavior.