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.
I believe that the following feature request might be just what you're looking for: https://jira.atlassian.com/browse/JSD-1788. 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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