Our customer care team is in the process of reviewing zendesk and raised a concern so I thought I would pass on their feedback. They currently have around 200 FAQ articles. These articles also double as canned responses for ticket responses that come into the customer care center.
Their concern is that if they wish to use a knowledge base forum entry within a ticket response they have to do one of the following:
- Create a macro that duplicates the forum entry giving two sources of information.
- Copy & paste the forum entry into the ticket response and modify as required.
- Create a macro that directs the user to the appropriate forum entry.
From their perspective it would be a HUGE improvement if zendesk allowed macro's to be created around forum entries or if you could pull forum content into a ticket response directly from a macro.
Similar issue here: https://support.zendesk.com/forums/1848/entries/69343