Linking, quoting, and pinning content to tickets

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Agents can use the knowledge section of the context panel while working with tickets to search for content in their help center, then link to, quote, or pin content directly to the ticket without leaving their workflow.

This article covers the following topics:

• Adding links to content in tickets
• Quoting an article or post in a ticket
• Pinning content to a ticket

Adding links to content in tickets

When you find a knowledge base article or community post you think is useful, you can insert a link to it in the ticket. You can add links to multiple articles in a comment.

On Enterprise plans where federated search is configured, you can also add links to external content. Links to external content will always open the content in a new tab.

To insert a link to content in a ticket

1. In a ticket, click the Knowledge icon () in the sidebar to open the knowledge section.
2. Find the content you want to link to.
3. Hover over the content, then click Copy link to conversation.
   Note: If auto assist is turned on, the copy button doesn’t appear. Auto assist takes the place of the composer within a ticket, so there’s no place for agents to paste the copied link when auto assist is active.

   The content link appears in the ticket.

   

Quoting an article or post in a ticket

You can quote text from an article or post in your ticket.

To quote an article or post in a ticket

1. In a ticket, click the Knowledge icon () in the sidebar to open the knowledge section.
2. Find the article you want to quote, then click the article to preview it.
3. Hover over the section you want to quote, then click the Options menu () and select Copy to conversation.
   Note: If auto assist is turned on, the copy button doesn’t appear. Auto assist takes the place of the composer within a ticket, so there’s no place for agents to paste the copied link when auto assist is active.

   

   The quoted section appears in your ticket comment.

Pinning content to a ticket

You can pin up to five pieces of content (articles, posts, or external content) to a ticket to give other agents working on the ticket visibility to content they need to solve the ticket. Pinned content is visible to all agents who are working on the ticket, but are not visible to end users.

For example, if agents are required to follow a defined set of troubleshooting steps or procedures, you can pin articles documenting those steps to the ticket so that other agents working on the ticket can easily refer to the relevant information without having to search through the ticket or enter a search workflow.

Pinned content appears at the top of the knowledge section, under a section titled “Pinned to ticket”.

Note: You can only pin external content on Enterprise plans where federated search is configured. External content pins will always open the content in a new tab.

You can easily unpin content from tickets to remove the pinned content.

To pin content to a ticket

1. In a ticket, click the Knowledge icon () in the sidebar to open the knowledge section.
2. Hover over the content that you want to pin, then from the shortcut panel, select the pin icon ()

   The content is now pinned to the ticket. If you select the content, it opens in the knowledge section of the context panel with the pin icon shaded a solid green.

   

To unpin content from a ticket

1. In a ticket, click the Knowledge icon () in the sidebar to open the knowledge section.
2. Hover over the content that you want to unpin, then from the shortcut panel, select the solid green pin icon ().

   

   The pin icon returns to a deselected state, and the article is unpinned from the ticket.