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Provide Public FAQ Links with Ticket Response
I didn't find this discussed when searching the boards, but I could be using the wrong terms. Feel free to correct.
We would find great value in support agents being able to include links to public FAQ articles in their response. Right now, this can happen in one of two ways:
1 - the agent goes to the public osticket side, finds the FAQ, copies the link, pastes it in ticket response
2 - We make canned responses that include these links (but that seems like a large duplication of effort).
I'm not sure what the best way to implement this could be, but perhaps a second drop down near the canned response drop down with either all public FAQ, or the ones that are linked to the current ticket help topic. There would be some preview availability so the agent would know what they were linking.
Is this something that others would be interested in? Is anyone else using the FAQ system? We've been enjoying it!