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Inserting Knowledgebase Answer into an Incident Response

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edited Sep 4, 2020 1:36PM in General Functional Discussions 2 comments

Summary

When agents insert a knowledgebase answer into the incident the font is different

Content

When agents insert a Knowledgebase answer into an incident the font size is different from the incident response. Agents must format the font size before sending an incident response. Is there a way for the font to remain the same as the incident?

In both chat and incidents / HTML codes come into chat and have to edit them out. Is there a way to not have the HTML codes show when the answer is inserted into the incident response?

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