Creating a knowledge base article from a service ticket?

Christian Patam March 25, 2024


Just wanted to see if I was using this function correctly:

I'm trying to create a knowledge base article using a service desk ticket. I click on the Knowledge base section in the Details panel pf the ticket and click create article. I was assuming the article would automatically populate with the service desk ticket that I am currently viewing but it just shows up as a blank article.

Is this the way it's supposed to function? I was hoping for an easier way to create knowledge base articles instead of manually having to create the article every time


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Dan Breyen
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April 2, 2024

Hi @Christian Patam you are correct regarding current functionality for creating Knowledge Base articles.  When you click on the Create button, you are given a blank page to create the article.

I could see it working either way.  It might be worth it to have information filled in for you, but then again, it might be more work to deidentify customer data and make the article more presentable for a wider audience.

Hope that helps.

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