Link Ticket to KB Article

[mart1n]

Hi there,

we also want to use the helpdesk function of our lansweeper. One very nice feature would be if i could link a field in a ticket to our knowlade base.

One example. The user choose the ticket type "Install a Printer" and get automatically a link to a KB article "How to install a network printer on your computer". If the installation fail he could open a ticket but it would be nice if he had the possibility to solve the problem by himself with a KB article.

Is this possible with lansweeper?

Bye
Martin

[David_G]

Unfortunately, it is currently not yet possible to ticket custom fields. This has been asked by our customers before and is currently on our customer wish list. We have tagged this Forum topic as a feature request to add weight to this. Do note, that we are unable to provide you with an estimated release date for when it might be implemented in Lansweeper.

Alternatively, you can create templates for your tickets whenever a user asks a question and include a button in your Text editor to add knowledge base links. Enabling this option can be done under Configuration\General Settings in the General section. More information on creating ticket templates can be found in this knowledge base article.