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Add ability to insert Help Center article content into ticket comments

  • July 9, 2018
  • 8 replies
  • 0 views
A

I like that we can insert links to our Help Center articles using the "Answer Suggestion" module.

As an extension of that, it would be nice to also be able to insert the actual content of those articles directly into the ticket comment, instead of just a link to the article.

Thanks for considering!

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    8 replies

    Ryan48
    • Ryan48
    • July 10, 2018

    Hi Annie,

    I'd recommend taking a look at the Knowledge Capture application which should have expanded functionality beyond Answer Suggestions (including linking, reporting, creating and flagging of articles).

    However, to your question about inserting the content of the articles - In our research most customers didn't want to insert the entire contents of an article and would rather insert a portion of the article. This can be achieved via the Knowledge Capture application by expanding the article and copying the portion of the article you'd like to insert

    And then you can paste it into the ticket body. 

    Thanks!

    A
    • Annie11
    • Author
    • July 20, 2018

    I appreciate the information, Ryan! I noticed that we can actually do the same thing from the "Answer suggestion" app. I hadn't noticed before that you can select and copy from the article preview. It looks like Knowledge Capture has some more capabilities, but I think continuing to use "Answer suggestion" will work well for us. Thanks for the feedback! 

    S
    • Sarah91
    • April 3, 2019

    Hi Ryan,

    When we copy and paste from Knowledge Capture into a ticket body, the paragraphs aren't taken into account - they don't get copied. I also tried to add extra, empty lines to the help article, but they don't get copied either. 

    I know that we can paste as plain text (ctrl+shift+v), to keep the paragraphs, but then we loose the links that are included.

    Is there any trick to solve it?

    Thanks,

    Sarah

     

     

     

    Brett13
    • Brett13
    • Community Manager
    • April 11, 2019

    Hey Sarah,

    I did some testing in my own account but I wasn't able to replicate this on my end. If I copy the information directly from the app to the ticket it shows the paragraphs I've included in the article.

    Are you able to replicate this from an Incognito window by chance? Any chance you could provide a screenshot of what you see on your end if you can replicate?

    Thanks!

    S
    • Sarah91
    • April 17, 2019

    Hi Brett,

    Thanks for your reply!

    I tested with an incognito window with Chrome. I also tested in Firefox. The paragraphs weren't included. 

    Here is an example of an article. I added paragraphs, 'empty lines' as well as changed font size from default to normal. 

    Here is how it looks in the Knowledge Base:

     

    And when I copy it from Knowledge Capture to my ticket field, it looks like this: 

     

    Thanks,

    Sarah

    Brett13
    • Brett13
    • Community Manager
    • April 17, 2019

    Hey Sarah,

    I'm going to generate a ticket on your behalf and send this over to our Customer Advocacy team to troubleshoot further.

    You'll receive a follow-up email shortly stating your ticket has been created so feel free to reply back to that if you have any additional information to provide.

    Thanks!

    Luiza13
    • Luiza13
    • June 12, 2020

    Hi Brett, 

     

    Did you guys fix the issue? I am having the same problem as Sarah.  

    Katie24
    • Katie24
    • June 16, 2020

    Hi @Luiza Gusmão,

    Thanks for reaching out! 

    The best way to keep your desired formatting would be to "paste and match style" when you copy and paste your paragraphs of text.

    However, if you are running into a similar issue as Sarah, I will go ahead and create a ticket for you with our advocacy team.  

    Look out for an email from our team and an Advocate will help troubleshoot your issue as soon as possible!

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