techietype Posted February 10, 2009 Share Posted February 10, 2009 Hi everyone, I wanted to know if anyone has ever created an add-on module that allows you to have "Send this article to a friend..." links for your knowledge base articles. I have found that many times customers call in with simple questions that are explained in our knowledge base, and my support reps usually just have to copy the link to the article and email it manually to clients. It'd be nice to be able to just click a link, type in the "send to" address and message details, and have the system send the article to the customer by itself. Any suggestions? Thanks, Jake K. 0 Quote Link to comment Share on other sites More sharing options...
Zorro67 Posted February 11, 2009 Share Posted February 11, 2009 (edited) Would love to do this as well. However. on a phone enquiry, we create a new ticket in the backend, which has a predefined reply saying "don't forget to check our KB downlaods & tutorials for advice" a and "we'll follow up your answer in a minute or two". then we create the reply, with the link to the article (also giving us time to create a new KB article if we didn't have it listed), and we set the status to closed. This process allows us to tag the enq to the client, qiving us some extra benefits 1. the ticket is listed in their list of tickets, with a timestamp 2. it reminds them to check the KB first before calling, and 3 exposes them to the kb through the link to their particular solution. If we don't have the answer, it also forces us to keep our KB up to date Note: our KB is clients only Edited February 11, 2009 by Zorro67 0 Quote Link to comment Share on other sites More sharing options...
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