An agent can easily insert an FAQ link into a ticket – complete with a nicely formatted reply around the FAQ link. This takes just a couple of clicks and can save an agent a lot of time.
When the FAQ add-on is installed it creates a select drop-down of all FAQs along with a search box in the reply area of the ticket. To quickly find and insert an FAQ link into the ticket reply:
When an FAQ link is selected to be inserted into a ticket reply, the entire reply looks something similar to this:
However, you can configure this message!