Linking Knowlege Base to Ticket Before Submitting Ticket

  • 24 October 2023
  • 3 replies

Is there a way for the knowlege base articles to show up in ticket before they submit the ticket? That way if they can figure it out, they won’t need to submit the ticket?


Best answer by Kathryn Carter 26 October 2023, 15:57

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3 replies

Userlevel 2
Badge +1

Agreed… would be a great feature.

Userlevel 3
Badge +3

I have not messed around with this at all but I think this might be a possible way that you could get it to work: 


Userlevel 7
Badge +13

@knissen Thank you for submitting your question to our community! 😄 

There are a few ways people have this set up. 

  1. Create an informational custom field that links the KB article within the ticket
  2. @PBauchan 650c0fd mvsd great idea to create a button to have it on the same ticket submission page. 
    1. With both, you can create a required custom field to have them verify they used the article. 

Here is our custom field guide to get you started: 

Here is an idea for you to upvote and comment to see it in action: