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Status: Idea Submitted
netaffinitymaja
Submitted by on ‎Jun 4, 2021 2:08 AM

Categories of Knowledge Base to be visible in conversations

Would it be possible to have KB articles displaying with categories via the insert section of an inbox conversation? 

 
We have several systems and KB artilces catehgories are set up per system, many topics are shared between systems, but having disfferent instructions. For example we have 2 different systems, and for each of them we have a separate article 'how to create a page'. When I try to attach the KB article into conversation, I can't tell from the drop won menu which article to chose. I can see both, but from this menu I can't tell which one is for which category.
 
Zendesk has that option and when chosing links to send to th eclient within their ticketing system, you can see clearly article titl eand its category
 
 
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1 Reply
netaffinitymaja
Contributor
‎May 19, 2022 3:59 AM

Hi,

 

Is there any update on this subject?

 

Thanks

Maja