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Share Knowledge Base solution via email

Related products:Freshdesk
  • September 18, 2013
  • 1 reply
  • 14 views

Customers frequently ask questions for which an answer exists - as a 'solutions' page. They don't always do this via a support request. Often it happens via an email or phone call to their account rep. It would be very useful to be able to simply share the solutions page with the customer via email, even if the page requires login.


The experience for the recipient of the email could be either of the following:

  • The email contains a link to the content in a location that does not require full login authentication (clicking the link in the email should be sufficient to authenticate them).
  • The email contains the entire contents of the solution page, nicely formatted.

1 reply

aravind.sundararajan
Skilled Expert
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Hello,


The agents can search for and insert the solution articles as a link or even the entire content over the email. All they have to do is to click on the Insert solutions icon on the reply editor. 



Cheers!