The knowledge base is directly connected to tickets, allowing technicians to find and reference relevant articles without leaving the ticket view.
Accessing knowledge base articles inside tickets
The knowledge base is directly connected to tickets, allowing technicians to find and reference relevant articles without leaving the ticket view.
This helps resolve issues faster and ensures consistent information is shared.
Where to find knowledge base articles in a ticket
When viewing a ticket:
A knowledge base section is available within the ticket details right side panel.
Relevant articles can be searched and accessed directly from there.
You do not need to open the knowledge base separately.
This keeps everything in one workflow.
What articles are shown inside tickets
The articles shown inside a ticket depend on the customer linked to the ticket.
For any ticket, you will see:
Articles from the global KB
Articles from the selected customer’s folder
You will not see articles from other customers.
This ensures content remains secure and relevant.
Searching for articles inside tickets
Inside the ticket:
Use the search option within the knowledge base section.
Type keywords related to the issue.
Select the relevant article from the results.
Search across:
Global KB
The current customer’s folder
Linking an article to a ticket
You can link a knowledge base article directly to a ticket.
Search the article from the ticket view.
Select the option to link the article.
The article will be attached to the ticket for reference.
Linked articles help:
Provide documented solutions
Ensure consistent responses
Benefits of using knowledge base inside tickets
Reduces repeated explanations
Maintains standardized responses
Improves resolution speed
Helps onboard new technicians
Ensures customer-specific context is respected
Best practices
Search before writing a new solution.
Link relevant articles instead of copying content.
Update articles if recurring issues are found.
Use global KB for reusable knowledge.
Keep customer-specific information in customer folders.
Using the knowledge base inside tickets ensures knowledge is reused instead of recreated.