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Help Center Template to read from Ticket Fields when using KC App

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Ahmed Esmat

Posted Aug 11, 2021

It would be easier and more productive for the Agents to create knowledge articles when using the KC App by minimizing having to retyping or copying/pasting some of the information from the ticket. For example, the Software Version that the issue applies to, the Question, the Answer, Symptoms, Cause, Solution... etc.

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    Chandra Mullineaux

    We currently work around this by running a macro that creates a ticket comment in the format of an article with the ticket fields pulled in, and then copying and pasting that into the article itself. It would be great if we could skip that step though (and skip maintaining macro versions of all of our KC templates). 

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