{"id":30963,"date":"2025-04-05T15:10:51","date_gmt":"2025-04-05T15:10:51","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&#038;p=30963"},"modified":"2026-03-18T17:58:41","modified_gmt":"2026-03-18T17:58:41","slug":"insert-knowledge-base-articles-in-ticket-responses","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/insert-knowledge-base-articles-in-ticket-responses\/","title":{"rendered":"How to insert knowledge base articles in ticket responses"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"30963\" class=\"elementor elementor-30963\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d94a45f e-flex e-con-boxed e-con e-parent\" data-id=\"d94a45f\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-78bb9e1 elementor-widget elementor-widget-template\" data-id=\"78bb9e1\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n  <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-caa36a2 elementor-widget elementor-widget-text-editor\" data-id=\"caa36a2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW242077636 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW242077636 BCX0\">Desk365\u2019s<\/span> <\/span><a class=\"Hyperlink SCXW242077636 BCX0\" href=\"https:\/\/www.desk365.io\/knowledge-base\/\" target=\"_blank\" rel=\"noreferrer noopener\"><span class=\"TextRun Underlined SCXW242077636 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW242077636 BCX0\" data-ccp-charstyle=\"Hyperlink\">k<\/span><span class=\"NormalTextRun SCXW242077636 BCX0\" data-ccp-charstyle=\"Hyperlink\">nowledge <\/span><span class=\"NormalTextRun SCXW242077636 BCX0\" data-ccp-charstyle=\"Hyperlink\">b<\/span><span class=\"NormalTextRun SCXW242077636 BCX0\" data-ccp-charstyle=\"Hyperlink\">ase<\/span><\/span><\/a><span class=\"TextRun SCXW242077636 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW242077636 BCX0\"> feature<\/span><span class=\"NormalTextRun SCXW242077636 BCX0\"> within the <\/span><span class=\"NormalTextRun SCXW242077636 BCX0\">reply<\/span><span class=\"NormalTextRun SCXW242077636 BCX0\"> editor <\/span><span class=\"NormalTextRun SCXW242077636 BCX0\">allows support agents to seamlessly reference and incorporate knowledge base articles when responding to tickets. This functionality streamlines the support process, ensuring that customers receive <\/span><span class=\"NormalTextRun SCXW242077636 BCX0\">accurate<\/span><span class=\"NormalTextRun SCXW242077636 BCX0\"> and consistent information without agents needing to manually search for relevant resources.\u00a0<\/span><\/span><span class=\"EOP SCXW242077636 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-601a7b8 e-flex e-con-boxed e-con e-parent\" data-id=\"601a7b8\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-31c8227 elementor-widget elementor-widget-heading\" data-id=\"31c8227\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to insert knowledge base articles in ticket responses <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-851114d elementor-widget elementor-widget-text-editor\" data-id=\"851114d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">When drafting a response to a support ticket, agents can quickly access and insert knowledge base articles by following these step-by-step instructions:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Navigate to the ticket list view<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Click on the specific ticket that requires a response<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Within the ticket reply editor, locate the <\/span><span data-contrast=\"auto\">knowledge base articles icon as shown in the image below<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-33ad004 elementor-widget elementor-widget-image\" data-id=\"33ad004\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"483\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-knowledge-base-articles-in-ticket-replies-1024x483.webp\" class=\"attachment-large size-large wp-image-32206\" alt=\"insert-knowledge-base-articles-in-ticket-replies\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-knowledge-base-articles-in-ticket-replies-1024x483.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-knowledge-base-articles-in-ticket-replies-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-knowledge-base-articles-in-ticket-replies-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-knowledge-base-articles-in-ticket-replies-1536x725.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-knowledge-base-articles-in-ticket-replies.webp 1919w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4bf7cb elementor-widget elementor-widget-text-editor\" data-id=\"c4bf7cb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><span class=\"TextRun SCXW13405523 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW13405523 BCX0\">Click on the icon to open a pop-up window displaying available knowledge base articles.<\/span><\/span><span class=\"EOP SCXW13405523 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7fbb31 elementor-widget elementor-widget-image\" data-id=\"b7fbb31\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"727\" height=\"898\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/knowledge-base-article-list.webp\" class=\"attachment-large size-large wp-image-32207\" alt=\"knowledge-base-article-list\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/knowledge-base-article-list.webp 727w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/knowledge-base-article-list-243x300.webp 243w\" sizes=\"(max-width: 727px) 100vw, 727px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6bdf8d3 elementor-widget elementor-widget-text-editor\" data-id=\"6bdf8d3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><span class=\"TextRun SCXW112368783 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW112368783 BCX0\">Once the knowledge base pop-up window opens, use the search bar to type in keywords related to the issue <\/span><span class=\"NormalTextRun SCXW112368783 BCX0\">you&#8217;re<\/span><span class=\"NormalTextRun SCXW112368783 BCX0\"> addressing (e.g., &#8220;onboarding&#8221;). The search bar will filter articles, allowing you to find the most relevant ones quickly.<\/span><\/span><span class=\"EOP SCXW112368783 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-820ebaa elementor-widget elementor-widget-image\" data-id=\"820ebaa\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"483\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/search-and-find-knowledge-base-article-1024x483.webp\" class=\"attachment-large size-large wp-image-32208\" alt=\"search-and-find-knowledge-base-article\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/search-and-find-knowledge-base-article-1024x483.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/search-and-find-knowledge-base-article-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/search-and-find-knowledge-base-article-768x362.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/search-and-find-knowledge-base-article-1536x725.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/search-and-find-knowledge-base-article.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1dfaf29 elementor-widget elementor-widget-text-editor\" data-id=\"1dfaf29\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul>\n<li><span data-contrast=\"auto\">After finding the article you want to use, click the \u201cView Article\u201d option. This will open the full content of the article so you can review it before using it in your response. It&#8217;s important to ensure that the article addresses the issue properly before adding it to your reply.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">&nbsp;<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"7\" data-aria-level=\"1\"><span data-contrast=\"auto\">If you want to insert a link to the article, click on the &#8220;Link&#8221; icon. This will generate a URL to the article, which you can insert directly into your ticket reply. This option allows your customer to view the article without cluttering the response.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">&nbsp;<\/span><\/li>\n<\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1df60d7 elementor-widget elementor-widget-image\" data-id=\"1df60d7\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"483\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-kb-article-url-in-ticket-response-1024x483.webp\" class=\"attachment-large size-large wp-image-32209\" alt=\"insert-kb-article-url-in-ticket-response\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-kb-article-url-in-ticket-response-1024x483.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-kb-article-url-in-ticket-response-300x141.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-kb-article-url-in-ticket-response-768x362.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-kb-article-url-in-ticket-response-1536x724.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-kb-article-url-in-ticket-response.webp 1919w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27eb158 elementor-widget elementor-widget-text-editor\" data-id=\"27eb158\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW247709116 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247709116 BCX0\">Alternatively, if <\/span><span class=\"NormalTextRun SCXW247709116 BCX0\">you&#8217;d<\/span><span class=\"NormalTextRun SCXW247709116 BCX0\"> like to include the full content of the article directly in your reply (without the customer needing to click on a link), click on the &#8220;Add&#8221; icon. This will insert the entire article into your ticket response, providing immediate access to all the relevant information.<\/span><\/span><span class=\"EOP SCXW247709116 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22c48b4 elementor-widget elementor-widget-image\" data-id=\"22c48b4\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/kb-article-inserted-in-ticket-reply-1024x484.webp\" class=\"attachment-large size-large wp-image-32210\" alt=\"kb-article-inserted-in-ticket-reply\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/kb-article-inserted-in-ticket-reply-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/kb-article-inserted-in-ticket-reply-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/kb-article-inserted-in-ticket-reply-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/kb-article-inserted-in-ticket-reply-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/kb-article-inserted-in-ticket-reply.webp 1919w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-968c4ae elementor-widget elementor-widget-heading\" data-id=\"968c4ae\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Important considerations: <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-81d7613 elementor-widget elementor-widget-text-editor\" data-id=\"81d7613\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><span class=\"TextRun SCXW221274812 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW221274812 BCX0\">If the <\/span><span class=\"NormalTextRun SCXW221274812 BCX0\">support portal <\/span><span class=\"NormalTextRun SCXW221274812 BCX0\">visibility setting of the category <\/span><span class=\"NormalTextRun SCXW221274812 BCX0\">containing<\/span><span class=\"NormalTextRun SCXW221274812 BCX0\"> the article is turned off, the insert URL feature will be disabled.<\/span><\/span><span class=\"EOP SCXW221274812 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-568afb3 elementor-widget elementor-widget-image\" data-id=\"568afb3\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"727\" height=\"446\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-knowledge-base-article-link-disabled.webp\" class=\"attachment-large size-large wp-image-32211\" alt=\"insert-knowledge-base-article-link-disabled\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-knowledge-base-article-link-disabled.webp 727w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/insert-knowledge-base-article-link-disabled-300x184.webp 300w\" sizes=\"(max-width: 727px) 100vw, 727px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bf15452 elementor-widget elementor-widget-text-editor\" data-id=\"bf15452\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><span data-contrast=\"auto\">An article can have different versions, but only the version that is published and live will appear in the knowledge base pop-up. For an article to appear in the list, it must be published at least once.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">If an article has multiple draft versions, only the version that is recently published and live will be available for insertion. Draft versions that are still under editing or review will not be listed in the knowledge base selection window. Additionally, older versions that were previously published will no longer be available; only the latest published and live version will be shown.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">The visibility of articles for support agents is determined by the permissions set in the knowledge base category settings. Based on these settings, agents will have access to:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">All agents: The article will be visible to every support agent in the system.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">All agents in my group(s): Only agents belonging to the specified group(s) will have access to the article. If an agent is not part of an authorized group, they will not be able to view or insert that article into their ticket responses.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e6e1a11 elementor-widget elementor-widget-image\" data-id=\"e6e1a11\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"483\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/desk365-knowledge-base-category-1-1024x483.webp\" class=\"attachment-large size-large wp-image-32212\" alt=\"desk365-knowledge-base-category\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/desk365-knowledge-base-category-1-1024x483.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/desk365-knowledge-base-category-1-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/desk365-knowledge-base-category-1-768x362.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/desk365-knowledge-base-category-1-1536x725.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/04\/desk365-knowledge-base-category-1.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-549a539 elementor-widget elementor-widget-text-editor\" data-id=\"549a539\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">For more details on managing and optimizing your knowledge base, refer to the following guides:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/setting-up-knowledge-base-articles\/\"><span data-contrast=\"none\">Setting up knowledge base articles<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><a href=\"https:\/\/help.desk365.io\/en\/articles\/understanding-article-versions-in-knowledge-base\/\"><span data-contrast=\"none\">Understanding article versions in knowledge base<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">By utilizing the knowledge base within ticket replies, support agents can provide faster, more informative, and consistent responses to customer inquiries. This ensures an efficient support experience for both agents and customers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":20972,"menu_order":5,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-30963","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/30963","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=30963"}],"version-history":[{"count":32,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/30963\/revisions"}],"predecessor-version":[{"id":36200,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/30963\/revisions\/36200"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/20972"}],"prev":[{"title":"How to edit and delete knowledge base categories, folders & articles","link":"https:\/\/help.desk365.io\/en\/articles\/edit-and-delete-knowledge-base-categories-folders-articles\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/28154"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=30963"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=30963"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}