We sometimes use the 'link article' button, but many customers get confused with links, so agents often just copy the article into the email itself
Right now they copy it manually by holding dragging the mouse over the article which takes couple of seconds
it would be great if there was a button "copy article to clipboard" to shave off few seconds from AHT for tickets (I crudely edited in copy button in Paint to show what would be perfect for us)