remove-square-1 smiley-indifferent add-circle-bold cog-1 view-off keyboard-arrow-up headphones-customer-support filter-1 smiley-sad-1 archive single-neutral move-to-top synchronize-arrows-1 pencil-write add shield-warning smiley-happy keyboard-arrow-down book-star love-it rating-star folder-file-1 diagram-fall-down ticket-1 list-bullets rating-star messages-bubble-square lock-unlock-1 arrow-right-1 smiley-unhappy multiple-neutral-1 envelope-letter close disable add-square time-clock-circle hyperlink-2 arrow-up-1 pencil-1 smiley-unhappy arrow-down-1 wench layout-module-1 smiley-indifferent undo analytics-pie-2 navigation-menu-horizontal alarm-bell-1 common-file-stack network-browser file-code attachment-1 open-quote copy-paste envelope-letter print-text download-thick-bottom alert-diamond archive single-neutral-actions arrow-down-2 multiple-circle floppy-disk social-media-twitter close-quote arrow-left-1 close expand-6 smiley-sad-1 send-email-1 search add-circle ticket-1 information-circle smiley-happy flying-insect-honey remove-circle credit-card-1 check-1 hierarchy-9 view-1 time-clock-midnight drawer-send lock-2 smiley-smile-1_1 tags-double pencil-1 bin-paper-1 multiple-users-1 smiley-thrilled expand-6 button-record check-circle-1 view navigation-menu cog

Integration with email ticketing

Can I access Knowledge base articles while replying to customers?
 

Agents can access KB from the reply interface using the search field in the Snippets feature. Clicking on the search result will add the relevant link to your reply.
 
This feature can be enabled by visiting KB > Site Settings and checking the option ‘Include articles in snippets’


 

Can I add my replies as articles in the Knowledge base site?

 
Currently, this feature is not available.