Manage FAQ attachments and insert them into tickets

Knowledge-base articles can contain multiple attachments. Files are available on the article and can also be added to a new or existing ticket message. An FAQ attachment and a copy already sent with a ticket are separate files in their respective contexts.

Maintain files on an FAQ article

  1. Open the knowledge base and create or edit the article.

  2. Check title, category, article language, solution and visibility. Each article has one language; other languages are maintained as separate articles.

  3. Select one or more files under Add attachments. The displayed maximum size applies per file and comes from system settings.

  4. Review Existing attachments. Existing files are retained unless explicitly marked for removal.

  5. To remove an existing file, select Remove when saving for that file and save the article. Unmarked files remain attached.

  6. Open the saved article and check the downloads.

The two visibility settings are agents only and agents and customers. The customer portal provides protected downloads for accessible customer-visible FAQ articles. Copying a download URL does not replace authentication or access checks.

Use an FAQ in a ticket message

  1. Open agent ticket creation or the editor of an existing ticket reply or note.

  2. Click Search FAQ beside the editor, find an article and read its preview.

  3. Enable Add FAQ text to the ticket, Attach FAQ files to the ticket or both. At least one must be selected.

  4. For text, choose solution, title and solution, or customer-portal link. Text is inserted at the current cursor position.

  5. Click Apply selection. Check the text and Attachments selected from the FAQ in the ticket editor.

  6. Remove unwanted files with Remove before submitting. Only then send or save the ticket message.

File insertion stores files from the selected FAQ as normal ticket-article attachments and, where applicable, email attachments. Selecting content in the dialog does not itself send a message. Later FAQ changes do not replace attachments already stored on a ticket.

Visibility and size checks

Internal-only FAQ content must not be inserted into emails or customer-visible notes. On submission, Qisutu checks the selected attachments again on the server for visibility, valid association and size limits. An article or file may have changed since selection; after a rejection, check the current FAQ and select permitted content again.

Small-screen operation

The insertion dialog stays within the visible window. Search results and previews scroll inside it; the header and apply/cancel controls remain accessible. On short screens, the dialog body also scrolls. While the dialog is open, the ticket workspace behind it is locked against background scrolling.

Quick functional check

Use a customer-visible test article with two small files. First insert text only, then files only into another test message, and finally both. Remove one file before the last submission. Verify that the recipient receives only the selected files. An internal test article must not be usable in a customer-visible message.