Knowledge Base Link

This article explains how to utilize the Knowledge Base link insertion feature within Thulo Cloud support tickets, allowing you to efficiently share relevant information with customers.

Sharing Knowledge Base Articles:

1. While replying to or opening a ticket, locate the "Insert Knowledge Base Link" button.
   

2. Clicking this button will open a popup modal.

3. Find the desired knowledge base article you want to share.

4. Click the plus icon next to the article to insert its link.

Important Notes:

• The link will be inserted at your cursor's current position within the ticket reply field.
• The "Insert Knowledge Base Link" option is only available if the "Use Knowledge Base" setting in Setup > Settings > Customers is enabled.
  
  

Benefits of Sharing Knowledge Base Articles:

• Improved Customer Support: Provide customers with easy access to relevant self-service resources, potentially reducing support response times.
• Enhanced Customer Experience: Empower customers to find solutions independently, fostering a sense of self-reliance.
• Streamlined Workflow: Utilize pre-existing knowledge base articles to address common issues efficiently.

By effectively using the Knowledge Base link insertion feature in Thulo Cloud, you can provide valuable self-service resources to your customers, improve support efficiency, and potentially reduce the burden on your support team.