Knowledgebase article in ticket reply

[Alex H]

Hi,
If in responding to a ticket, I want to refer to a knowledgebase article, if there a way of generating a link to the article. At the moment, if I select the article from the KB dropdown, i place the whole article into the resply

Thanks
A

[Jamie Edwards]

Not at present, but the feature has already been requested: Ticket Reply -> Insert Knowledgebase URL

[Alex H]

Thanks Jamie -

Alex

[Xolphin]

Originally Posted by Alex H

If in responding to a ticket, I want to refer to a knowledgebase article, if there a way of generating a link to the article. At the moment, if I select the article from the KB dropdown, i place the whole article into the resply

It is easy to have the link inserted in the article instead of the contents, but unfortunatly you can't have both. We changed the Kayako code to return our search engine friendly URL's (see Knowledgebase), but it is possible to return any information you want.

To change from default behaviour, you have to edit the file modules/knowledgebase/staff_ajax.php. Find the 'FETCH ARTICLE' comment and look for the echo statement below it. The $_kb array contains all values from the kbarticles table, you can return anything you want there. I would suggest you return the title and use the id value to build a link to the knowledgebase article.

[Alex H]

Thanks for that

Alex

[nolageek]

Alex, how hard was it to make the SEO URLS? I shudder to think how crappy it is to give a customer the long, horrid links that the knowledgebase uses now.