Integration with email ticketing

Can I access Knowledge base articles while replying to customers?
 

Agents can access KB from the reply interface using the search field in the Snippets feature. Clicking on the search result will add the relevant link to your reply.
 
This feature can be enabled by visiting KB > Site Settings and checking the option ‘Include articles in snippets’


 

Can I add my replies as articles in the Knowledge base site?

 
Currently, this feature is not available.