sourceWhen viewing all articles inside ticket view - it is easy to browse through the whole ticket and find the article you where looking for. Unfortunately there is no easy way to copy the URL of the article you were looking for - to send it via IM to another colleague.
Therefore I do suggest to add a Link inside the header of each article where you can copy the article URL into clipboard.
Here you go:
Add a line in AgentTicketZoom.dtl after
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$Text{"by"} $QData{"CreatedByUser"}
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<a href="?Action=AgentTicketZoom;TicketID=$QData{"TicketID"};ArticleID=$QData{"ArticleID"}">@</a>