Can service desk agents access knowledge base?

I want to be able to access the knowledge base while in service desk. The idea is that when the agent is entering the ticket I want them to be able to access any available knowledge base information right then and there. I see the ability for a 'self help' knowledge base for users opening their own tickets but nothing for the support people to access the knowledgbase. 

1 answer

Hi Mark, 

I believe that the following feature request might be just what you're looking for: If so, please feel free to add your comments and vote for it to make it more noticeable to our developers.

Hope this helps. 


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