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:
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While replying to or opening a ticket, locate the "Insert Knowledge Base Link" button.
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Clicking this button will open a popup modal.
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Find the desired knowledge base article you want to share.
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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.