Adding KB attachments to Incident Responses
We are trying to figure out a way to utilize the KB to store attachments for easy CSR access. In the current iteration, our agents can use the "Add as Text" function to copy a KB article into a customer response. Is there anyway to set up this same function for attachments? We want agents to have the ability to add KB attachments to a customer response without having to download the attachment from the KB and then re-upload it to the customer thread entry.