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Inserting Knowledgebase Answer into an Incident Response

Accepted answer
edited Jun 8, 2022 10:31AM in Agent Desktop 2 comments


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


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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