inserting knoweledgebase/download as link?

[guser]

Hello,

Does anyone know if it's possible to insert a link to a kb article or download instead of having to insert the actual kb text or file when replying to a ticket?

Thanks,
/guser

[Jamie Edwards]

Hi guser,

This functionality is not present in SupportSuite for the Knowledgebase. However, using the Downloads area you can do this (link to a file / URL as well as uploading files to be stored locally).

[pscs]

I'd like to be able to link to a knowledgebase article by link as well.

At the moment I'm having to do it manually, which is a bit of pain.

The reason we do this is to encourage users to look there first. Often users don't even know there's a knowledgebase however many times we tell them, or it's too much bother for them to try looking themselves, so we 'force' them to use it, even if it's just to give them a direct link into it.

I'd have thought inserting a link would be easier to implement than inserting the knowledgebase article text..

[craigbrass]

Totally agree it should be there. The ability to browse to a download that has been uploaded to the downloads section should exist to (ie browse through the categories of downloads and click on the one you wish to link to).