Tickets: Adding an Existing Knowledge Base Article to a Ticket

• From within the Ticket screen, scroll to the “Answer Suggestion” app located along the right side
• Type in your search phrase or select from the list of articles already provided based on keywords within the ticket
• Click on the article you wish to link 
• A link to the article appears in the comments field in a pre-formatted form.  You may click Preview to view the formatted appearance of the link
• Continue to add comments or submit the ticket.
• The end user may click on the link to view the KB article as long as they are logged into the support site when doing so