Link or Share a Knowledge Article to a Help Desk Request

Knowledge Articles that can help resolve the selected request are displayed in the right hand panel of the Help Desk Request details page. You can link or share the recommended knowledge article to the selected request.

The application recommends published knowledge articles that closely match the values in the combination of the Title, Category, and Product fields of the help desk request. Here's how to link or share a knowledge article to a request:

1. You can take three actions on a recommended article:

   • Click Link to link the knowledge article to the selected request.

   • Click Share to share the knowledge article.

     A message Compose panel is displayed.

     1. Add subject text.

     2. (Optional) Add inline attachments and preview your email.

     3. Click Send.

   • Click Not Helpful to dismiss the recommended knowledge article.

2. Click the title of the article to view the entire knowledge article in a separate browser tab.

3. Review the knowledge article and do any of the following:

   • Click Link to Help Desk Request to link the knowledge article to the selected request.

     Note:

     Click Unlink from Help Desk Request to unlink the knowledge article from the selected request.

   • Click Share in Help Desk Request to share the knowledge article link with employees.

   • Rate the knowledge article.