I think it would be extremely beneficial if agents could link Solution or Knowledge Base articles directly from within the Resolution Notes field. Right now, you have to open a second tab, search for the article manually, and then copy-paste the URL. That works only if you already had the article open. But if you solved the issue from memory, you still should reference the correct article for documentation, and there’s no streamlined way to do that as it stands.
Even when you paste the URL into the Resolution Notes, it provides no information at all about the article.
For example:https://domain.freshservice.com/a/solutions/articles/17000176771
There’s no title, no context, nothing readable. The only workaround is to use “Insert Link” to manually add a name, which takes extra steps and extra time.
The Problem
• No easy way to tag or reference the KB/Solution used
• Makes ticket audits harder
• I would assume it makes it impossible for Freddy to understand which documents were relevant
• Agents must paste links manually, which is inconsistent
• Knowledge sharing is reduced
The Proposed Solution: KB/Solution Article Linking
Add a feature inside or directly below the Resolution Notes field that allows agents to quickly search for and attach relevant documentation.
How the Feature Would Work
- Agent clicks a “Link KB/Solution Article” option inside or under the Resolution Notes field.
- A searchable list of Solutions/KB articles appears.
- Agent selects the relevant article.
- The article link is auto-inserted into the notes with a clean, readable title, not just a raw URL
This would let agents quickly reference the exact procedure used and improve documentation quality.
I feel like this would make the Resolution Notes section a true one-stop shop for everything that happened in the ticket. It would give agents a complete picture in one place, making it much easier for anyone in the future to understand how the issue was handled and what documentation was used.