Linking Articles to Tickets

Link articles to tickets to efficiently provide information to customers. Periodically, you can analyze your linked article stats to understand your top support issues. We recommend linking at least one article to every ticket to ensure you collect data about every correspondence. 

Benefits of Linking Articles to Tickets

Linking articles to tickets allows you to:
  • Save time by pasting article contents directly into replies. Note that you can edit the text.
  • Keep replies concise by adding links to full tutorial articles.
  • Track how many tickets are related to specific issues.
  • Find answers from your own knowledge base to help you solve tickets. 
What are your top support issues?
Conduct an in-depth analysis of your linked tickets to understand customer pain points and make data-driven business decisions.

Linking Articles to Tickets

Choose from suggested articles based on ticket content, or manually search for articles to link. When linking, you can add the article's contents to your reply, add a link to the article, or link without inserting content (for collecting data). 

To link an article to a ticket:

  1. Go to the relevant ticket.
  2. Click the Knowledge Base icon  at the bottom of the Reply field. 
Note:
Alternatively, you can select a suggested article if you've enabled Show reply suggestions in your Reply Settings. These suggestions are based on the customer's messages and artificial intelligence. 
We're currently working on releasing new reply settings. This option is not yet available in all Wix Answers accounts. 
  1. Enter keywords to search for an article title.
    Tip: Click Filters to the right of the Search field to filter the results by category, article type, or label.
  2. Hover over the article you want to link and choose an option:
    • View: Preview the article without linking it.
    • Add the article's content to your reply: Paste the article's content into your reply.
    • Paste a link to the article: Paste the article's title as a clickable link into your reply. 
    •  Link the article (without affecting your reply): Internally link the article for data purposes without adding content to your reply. 
  1. (Optional) Repeat steps 2-4 to link additional articles to the ticket.

Editing a Ticket's Linked Articles

From a ticket's footer, you can easily view its linked articles, link additional articles, or remove linked articles. 

To edit a ticket's linked articles:

  1. Go to the relevant ticket. 
  2. Click the Linked Articles icon  in the footer.
    Note: If the ticket has linked articles, the total number of linked articles displays in the icon. We're currently working on releasing a new ticket footer so you may see this icon  instead.
  3. Choose what you want to do:
    • Link article: Click Link articles and enter keywords to search for an article. Then hover over the article you want to link and choose an option: 
      • View: Preview the article without linking it.
      •  Add the article's content to your reply: Paste the article's content into your reply.
      •  Paste a link to the article: Paste the article's title as a clickable link into your reply.
      •  Link the article (without affecting your reply): Internally link the article for data purposes without adding content to your reply.
    • View article: Hover over an article and click View article to preview it. 
    • Unlink article: Hover over an article and click Unlink article to remove it from the ticket's linked articles.