Hello ibn team! I looked through the manual but found no info about knowledge base usage. It's included into help desk block but what is the connection? Can I use it to answer Issues? As an attachment or smth?
Knowledge Base is similar to FAQ block. It allows you to keep a base of answers to most frequent Issues. Later on you can use added articles as a quick reply to an Issue.
To add answer from Knowledge Base click "Add email", then use "Add portal article" button (see screenshot 1).
Click "Select" opposite the required article (screenshot 2).
And then click "Send" to reply (screenshot 3).