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Google Drive attachments on templates - Creating template hangs

Posted: Wednesday, January 6, 2021 6:25:30 PM(UTC)
Rick Gray

Rick Gray

Member Original PosterPosts: 2
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When creating ticket templates so agents can send quick responses to common issue, we sometimes need to attach files with instructions. We use Google Drive and when selecting a file from Google Drive to the template, the process to finish the creation just hangs. Is this an issue because it is an attachment from Google Drive? If so, is there a way around this so we can use Docs, Sheets and Slides as attachments?
Brandon
#1Brandon Member Posts: 114  
posted: 1/6/2021 9:27:29 PM(UTC)
You can create a knowledge base article and include documents in it. You can then link to them in the ticket.
Rick Gray
#2Rick Gray Member Original PosterPosts: 2  
posted: 1/6/2021 9:53:32 PM(UTC)
You can add links to the template also. The problem is you link the whole URL address instead of being able to rename the link to something more simple. It is a workaround but it doesn't look very professional sometimes.

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