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Is there a way to link a knowledge base article to a ticket to send to the requestor as part of an action?

 

For example, I have a bunch of teacher guides in my google drive that I share in a comment to users and close with a “provided training & support” action. Is there a way, if I transfered those drive articles to the knowledge base, for me to directly link a KB article to the ticket with a resolution action? (instead of having to go back and forth between systems)

Currently, it is not possible to embed a KB article directly into a resolution action in that manner. However, you can copy and paste the article link into the notes section of the resolution action. Please note that the link will not render as a hyperlink, but it will still be accessible for reference.

​@AHolley_iiQ AHolley_iiQ

Came to the Community to ask the same question. It would be helpful if we had a way to see what tickets a KB article has been attached to.

​@davecarty Thanks for your feedback here! I was thinking about this thread, while it might not help with the one off examples but if you have a reoccurring KB guide you reference for your staff, you could create a shortcut that adds the KB guide and adds a custom action (such as: provided kb guide & training). Additionally, a text snippet could be helpful for those reoccurring issues. 

As ​@AHolley_iiQ stated, it will not be hyperlinked but would be able to be referenced as needed.  😄

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