Would it be possible to expand the knowledge base to make it publicly visible? At least part of it?
I was thinking about having a check box when you create an internal knowledge base article that says, “make public”. Then on the support page have an option for view/search our knowledge base. Only the articles the admin(s) said are public would show up on this page.
To take it one step further, if the article is public, when a staff member uses a canned response from the knowledge base it would include a link to the knowledge base article as well as the text.
Thank you again,
Ben