Tickets Tickets -> Option to link to KB article as well as dump content

russmichaels

currently you only have the option to insert an entire KB article into a ticket post, ans what it inserts is a horrible mess with no formatting as it ignores the HTML.
I would prefer to be able to just search the KB and insert a link to the article.

craigbrass · 02-09-2007, 08:52 PM

Oh yea, totally back this one.

russmichaels · 12-10-2007, 02:10 PM

come on guys, do we get this every so simple request which is ever so useful or not ?

**Jamie Edwards** · 12-10-2007, 02:13 PM

Hi Russ,

This is a major change in functionality (not implementation), and I think a large number of users would be unhappy with this; most users want the text in the articles, not just a link to the article.

russmichaels · 12-10-2007, 02:36 PM

Why would you have to force just one option?
It would be easy to make it optional.

option 1!. insert KB text
option 2. insert link to KB article

Reasons why inserting the text is not good.

1. it is not formatted properly and displays as a horrible mess and is often unreadable.
2. it wastes a lot of time for the staff to reformat it.
3. the customer still has no idea where the KB article is or where to find it.
4. it doesn't not prompt the customer to check the KB first if they can just get you to do it for them.

I can't image that "most users" like all these issues as they all increase the time it takes to respond to a ticket.

**Jamie Edwards** · 12-10-2007, 02:57 PM

Hi Russ,

Adding an option would be fine.

Carl Silver · 05-11-2007, 09:29 AM

an option for the link would be good

Matthew · 05-11-2007, 01:27 PM

An option for the link makes a lot of sense. Not on the top of my list, but I'm for it.

gmessler · **link to kb article -** 23-05-2008, 02:37 AM

Please add the link.

We personally don't find any value to dumping the unformatted kb article text into replies because most of our kb articles have formatting and many have images.

mreine · 12:03 AM

I was the support manager for Lindows for a number of years and we used RightNow Technologies support suite and the default was to insert the link and also it added related articles in the email such as top 5 requests.

As it stands with inserting the text with html stripped out, it is unusable.

I am waiting for this to be fixed before we start actively using kayako.

Merle

It has the added benefit of pointing the user to the web where hopefully they find the answer they need in one of the knowledgebase articles and will not have to call/email support for an answer that is already in the knowledge base.

I thought the whole point of the suite is to provide information to the users.

Check out what RightNow offers
http://www.rightnow.com/quicktour/se...ow_Service.swf

Matthew · 05-06-2008, 04:10 AM

Quote:

Originally Posted by Jamie Edwards

Hi Russ,
I think a large number of users would be unhappy with this; most users want the text in the articles, not just a link to the article.

Do they? They like big chunks of unformatted text?

So far everyone on my team has found this feature completely useless. When I get the time I plan to have one of our developers hack it out and replace it with the insert-link functionality. But I'll bet Kayako could do it a lot faster.

jibo · 13-06-2008, 10:43 AM

Hi Jamie,

I see this is in the queue for version 4. Is there any change to add this extra option to only add the link in version 3?

We have a high skilled Servicedesk, and we want to reduce the time we spend on regular questions to the minimum. Our knowlegdebase documents contain very often images and therefor we can't include them in our reply's We want to direct them to the knowledge base directly with the direct link. (mm ok not the best english of me, but you get te point)

Thank you very much!

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russmichaels Offline Member Posts: 57 Join Date: Jul 2007 Location: UK	Tickets -> Option to link to KB article as well as dump content - 02-09-2007, 08:41 PM currently you only have the option to insert an entire KB article into a ticket post, ans what it inserts is a horrible mess with no formatting as it ignores the HTML. I would prefer to be able to just search the KB and insert a link to the article.

craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	02-09-2007, 08:52 PM Oh yea, totally back this one. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

russmichaels Offline Member Posts: 57 Join Date: Jul 2007 Location: UK	12-10-2007, 02:10 PM come on guys, do we get this every so simple request which is ever so useful or not ?

Carl Silver Offline Member Posts: 80 Join Date: May 2007 Location: UK	05-11-2007, 09:29 AM an option for the link would be good █ Leapfrog AVIT Ltd - http://hosting.leapfrogavit.com █ Shared Linux Hosting, Virtual Servers(NEW!), Dedicated Servers(NEW!), Domain Registration █ UK Based Servers, cPanel 11, 99.9% Uptime Guarentee, Big Enough To Cope - Small Enough To Care! █ MSN: carl.silver[AT]leapfrogavit[DOT]com

Matthew Offline Member Posts: 193 Join Date: Oct 2007 Location: Jakarta, Indonesia	05-11-2007, 01:27 PM An option for the link makes a lot of sense. Not on the top of my list, but I'm for it. Matthew Arciniega + Free: Ticket List & Search Mods \| Dept. Display Names + Free: (Almost) Perfect Outlook/HTML Tickets + Tutorials: SLA System Explained \| Using Template Groups Kayako v3.20.02 \| PHP: 5.2.6 \| MySQL: 5.0.58 \| CentOS 4

gmessler Offline New Member Posts: 8 Join Date: May 2008	link to kb article - 23-05-2008, 02:37 AM Please add the link. We personally don't find any value to dumping the unformatted kb article text into replies because most of our kb articles have formatting and many have images.