Linking Articles to Tickets

Link articles to tickets to gain insight as to why customers contact you and to efficiently reply to customers with the directions they need. We recommend linking each ticket to at least one article to make sure you're collecting data about each support request. 

Benefits of Linking Articles

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 your customers' 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 and scroll to the reply field.
  2. Select a suggested article or manually link an article:
    • Link a suggested article: Click a suggested article in the reply field.
      Note: Click the arrow icon on the right to view more suggested articles.
    • Manually link an article: Click the Knowledge Base Articles icon and search for a specific article. Hover over the article you want to link to choose a linking option.
      Tip: Click Filters in the search bar to refine your search by category, article type, or label. 
  3. Choose a linking option:
    • View article: Preview the article without linking it.
    • Insert content to your reply : Paste the article contents into your reply.
    • Paste a link to your reply : Paste the article's title as a clickable link into your reply. 
    • Link article : Internally link the article without adding content to the reply. 
  4. (Optional) Repeat the steps to link additional articles. 

Editing Linked Articles

Quickly view a ticket's linked articles, link additional articles or remove linked articles. 

To edit your linked articles:

Click the Related Articles icon from the footer and choose an option:
  • Link article: Click Link articles then search for a specific article, hover over it, and click Link to ticket
  • Unlink article: Hover over an article and click Unlink article.
Next:
Learn how to send replies to your customer's tickets.

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Best Practices: Replying to a Ticket

After reviewing the Ticket Page to gain an understanding of your customer's questions, we recommend following some basic guidelines for answering the ticket. As a general rule, you should always strive to resolve tickets with your first reply to reduce back-and-forth friction, provide efficient support, and achieve a high rate of First Contact Resolution (FCR). Tip:Create macros for your most frequent ticket handling scenarios. You can use macros to apply several actions to a ticket in just one step. Learn MoreStep 1 | Create an IntroductionSet the tone of your reply by adding a professional introduction. You can save time by creating various saved replies to match customer moods (e.g., satisfied, dissatisfied), then insert an appropriate reply by typing a keyboard shortcut.Show me howClick the reply field and type # followed by your saved reply shortcut to insert your introduction.Learn more about:Creating personal and shared saved repliesAdding dynamic placeholders to saved replies to automatically address customers by name Adding saved replies to ticketsStep 2 | Link ArticlesLink articles to save time writing instructions and give customers tools to solving problems on their own. We recommend linking each ticket to at least one article from your Knowledge Base so that over time you can analyze the links and understand your top support issues. When linking an article, you can insert its contents, add a hyperlink, or link without adding to your reply (for data collecting).Show me howClick the Knowledge Base Articles icon  in the reply field.Use the search bar to find a specific article.Tip: Click Filters in the search bar to refine your search. Click an option:View article: Opens a preview of the article.Insert content to your reply : Pastes the article contents into your reply.Paste a link to your reply : Pastes the article title as a hyperlink.Link article : Internally links an article without adding content. Note: Alternatively, you can click a suggested article then click a linking option to link it. Suggested articles automatically appear based on text within the ticket. Tips:Use the Paste a link to your reply option to keep your response concise. Link Feature Request articles to determine which features your customers want most and automatically update them when features are released. Link Known Issue articles when customers contact you about specific bugs you're tracking so that you can update them automatically once resolved. Create internal articles for agents to link when you want to track an issue without having a public-facing article.Step 3 | Type and Edit Your ReplyCreate responses that are unique to your customer's situation and include more than just saved replies and article links. Show me best practicesAlways strive to resolve tickets with your first reply to maintain a high level of First Contact Resolution (FCR).Answer each question your customer asks so they don't need to ask again. Reference titles specific to your customer's account instead of giving generic instructions. If you've inserted article contents, remove anything irrelevant to your customer to avoid overwhelming them with unnecessary information. Always provide a call to action (CTA) to guide your customer towards what they should do next.Click the Add attachment icon  to insert screenshots that illustrate your instructions.Ask for more information and screenshots if you're unsure what your customer is referring to. You may also find clues to your customer's questions by checking their recent tickets on the right side of the ticket. Step 4 | Create a Closing StatementEnd your reply with a warm and professional closing statement encouraging your customer to contact you again if they need more help. Similar to your introduction, you can create a few versions of closing saved replies to match different scenarios. Show me howIn the reply field, type # followed by your saved reply shortcut to add a closing sentence. Example closing statements:I hope this information helps. Feel free to reply back if you need more assistance. If you have any questions please contact us again.Let us know if this does not resolve the issue. Have a great day. Learn more about:Creating personal and shared saved repliesAdding dynamic placeholders to saved replies to automatically address customers by name Adding saved replies to ticketsStep 5 | Send Your ReplyTake a moment to proofread your reply, then send it while simultaneously changing the ticket's status. You can CC additional recipients if you need to send them copies of the ticket. Show me howChoose a sending option:Click the drop-down icon next to Send and select an option:Send: Sends your reply and changes the ticket's status to Pending. Send and change status to OpenSend and change status to ClosedSend and change status to InvestigatingClick Send & Resolve to send your reply and change the status to Solved. Note: If you think your reply will resolve the ticket, use the Send & Resolve option so that your customer can also rate your response. (Optional) Add Internal NotesInternal notes can be seen by other agents on the ticket timeline but cannot be viewed by customers. Whenever you have additional information about a ticket that might benefit other agents, add it to an internal note. You can also notify other agents or groups in an internal note if you'd like them to view the ticket.Show me howScroll to the reply field and click Internal note. Add your note.Click Post note.Tips:Type @ followed by an agent or group name to mention them and send notifications. Create saved reply templates for yourself and other agents to add to internal notes when escalating tickets internally. Click the Add attachment icon  to add an image or file.  Hover over the internal note and click the Show More icon , then select Edit Note to edit an internal note.Note: Mentioning agents or groups when editing internal notes does not send notifications. Create a new internal note if you need to send a notification. (Optional) Assign to an Agent or GroupIf your ticket needs special attention from a specific team member or group, assign the ticket to them. Assigning tickets can be helpful when you need to escalate a ticket internally and have someone else review it.   Show me howClick the Assign ticket icon  from the footer menu.Type the name of a team member or group and select them.Tip:Analyze your ticket response times with Wix Answers Insights to see which areas your team can improve the most.  

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Replying to a Ticket

Respond to your customers' tickets with saved replies, knowledge base article contents, file attachments, and more.  Tip:Review our best practices for answering tickets to optimize your workflows while satisfying your customers.To reply to a ticket:Select the ticket you want to reply to from the Ticket List.Scroll down and click the reply field.Create your reply using any of the following features:Link an article: Click the Knowledge Base articles icon  to get started. Learn MoreAdd a saved reply: Click the Saved Replies icon  to get started. Learn MoreInsert an attachment: Click the Add attachment icon  then browse for the relevant file and click Open. Learn MoreInsert an emoji: Click the Add emoji icon  and select an emoji. Click the reply field and edit your reply. Choose a sending option:Click the drop-down icon next to Send and select an option:Send: Send your reply and change the ticket status to Pending. Send and change status to OpenSend and change status to ClosedSend and change status to InvestigatingClick Send & Resolve to send your reply and change the status to Solved. To set additional sending options before replying:Click the Settings icon  next to Send & Publish.Select the option(s):Send & Assign to me: Assign the ticket to you after sending the reply. Reply and go to ticket list: Go to the Ticket List after sending the reply. Sending your reply to multiple people?Add additional email addresses as CC (Carbon Copy) contacts so that each recipient receives a copy of the ticket.

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Insights: Top Issues

Get a general overview of your company's top support issues from your Insights Top Issues page. Make data-driven decisions by discovering the articles most often linked to your customers' tickets.Hover over the Insights icon  and click Top Issues to get started. Filtering Your Top IssuesAdjust the following Top Issues filters:Time Range: Click to adjust the date range of the data you're analyzing. Select a preset time range or click the calendar to select a custom range and click Apply. Compared to: Click to adjust the date range used by the percentage of change metric. Language: Click to include articles in a specific language. Issue Type: Click to include a specific article type: Article, Feature Request, or Known Issue. Category: Click to include specific article categories. Subcategory: Click to include specific subcategories after selecting a category filter.Selecting a Display ViewClick a Display icon in the top right corner to toggle between display types:List: View your top-linked articles in a list that includes trend charts.Split View: View your top-linked articles in multiple lists organized by categories.Analyzing Your Top IssuesYour Top Issues table includes:Issue: View each article's title, category, subcategory, type, and ranking.Linked Tickets: View each article's total linked tickets.View the percentage of change difference between your selected "Time Range" and "Compared to" date ranges.Trend: View a trend line showing the article's linked tickets over time. Additional Actions on the Top Issues PageHover over an article and click the Show More icon  to select:Issue Overview: View a chart displaying linked tickets over time. Hover over the chart to view the precise number of linked tickets at specific dates or times. View your Linked Tickets and Article Views stats at the top right.  Go to Article: Open the article's content editor. View Related Tickets: View a list of tickets linked to the article. 

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Knowledge Base Insights

Review important Help Center article stats from your Knowledge Base Insights dashboard. Hover over the Insights icon  and click Knowledge Base to get started.Filtering Your Knowledge Base InsightsAdjust the following knowledge base filters:Time Range: Click to adjust the date range of the data you're analyzing. Select a preset time range or click the calendar to select a custom range and click Apply. Compared to: Click to adjust the date range used by the percentage of change metric. Language: Click to filter for articles in a specific language. Origin: Click to filter for the source of your data (e.g., Help Center or a specific widget).Category: Click to filter specific article categories. Viewing Your Knowledge Base Insights ChartYour Knowledge Base Insights chart consists of:Unique Visitors: The total number of unique visitors to your articles.Article Views: The total number of article views. Searches: The total number of article searches.Contacted Support: The number of visitors that contacted support after viewing an article. Self Service success: The percentage of viewers that did not contact support after viewing an article.Tip:Hover over the chart to view precise data measurements at specific dates or times. Article AnalyticsTake a look at article trends and view more in depth statistics beneath the chart.Hover over an article and click View to open a pop-up with further details. Then, hover over the chart to view precise data measurements on particular dates.Most Viewed ArticlesLearn more about the topics that interest your users. These are the most viewed articles during your defined time range.This report includes both the number of help center and widget article views. Most Helpful / Unhelpful ArticlesLearn what your users' favorite articles are and which ones may need improvement. This report is based on the number of "helpful" and "not helpful" votes each article receives. Most Popular Feature RequestsHere you can find out which features your customers really want according to the top voted feature requests. This report is calculated by the number of votes for your feature requests. Popular / Unanswered Search TermsIn this report you can explore trending search topics. These are the most searched for terms during your defined time range. Click the Popular searches tab to view your top searched key terms. Click the Unanswered searches tab to view search terms that do not return any relevant or related help center articles. Most Common Known IssuesThis report displays statistics on your most common known issues. These are bugs or known issues that have received the most clicks on 'I'm experiencing this issue' during your defined time range. 

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