Connaissances
Lynx Knowledge - Helpdesk Integration
Link knowledge articles to helpdesk tickets
lynx_knowledge_helpdesk
· v19.0.1.0.0
· Premium
What this solves
Lynx Knowledge - Helpdesk Bridge
Bidirectional knowledge linkage between Lynx Knowledge articles and Helpdesk: Helpdesk records gain a "Related Articles" pane, articles gain a list of helpdesk tickets they apply to, and the team stops searching for the runbook every time something happens.
Most helpdesk questions have already been answered in writing. The problem is finding the right article when you need it. This bridge adds many-to-many links in both directions so helpdesk records surface the SOPs and known-issue articles they reference, and articles list the helpdesk tickets they govern - without copy-pasting URLs into chatter.
Key Features
Helpdesk record linking - Helpdesk forms gain a Related Articles section.
Article linking - Knowledge articles gain a list of linked helpdesk tickets.
One-click jump - clicking through either direction opens the linked record.
Multi-link support - many articles per record and many records per article.
Audit-friendly - the linkage stands up in compliance reviews where "what document governs this helpdesk record?" must be answered quickly.
Auto-Installation
Installs automatically when both lynx_knowledge and lynx_helpdesk are present. Bridges your knowledge base with helpdesk records so the SOP and the work live next to each other.
Integrates With
lynx_knowledge - the article engine.
lynx_helpdesk - the helpdesk module being bridged.
Depends on
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