Can you link a knowledge base article (not Confluence) to a ticket?

Question

Is there a way to link a KB article to a ticket?  I see how to link a Confluence article, but we use the Knowledge base without Confluence based on licensing limitations with the Confluence product.  We would like to have a way to indicate when an article was relevant or assisted with the resolution from the technician's side.

Charlie Misonne · Answer

Hi!

Welcome to the Atlassian Community!

How do you use a knowledge base if you don't have Confluence? Do you have another product to maintan a KB? As far as I know there is no other KB than Confluence in the Atlassian ecosystem.

Dan Breyen · Answer

Hi @Borrelli, Steve welcome to the community.  You can share an article with the customer by searching for the article in the 'Knowledge Base' field in the Details section of your ticket.  If you click the 'Share as comment' button next to the article, it will add this as a 'Reply to Customer' link that you can pass along.  Adding that link will consider the ticket as 'Resolved with an article' so when you run your 'Requests Resolved' report, it will be counted in that category.

I'll make a note in the Reply "Here's a Knowledge Base Article that you can use for future reference."

Hope that helps.