Solution blocks
Overview
A solution block is a reusable answer to a recurring problem — the core of support work that otherwise repeats itself every time.
What separates these blocks from a collection of texts is the usage counter. Every use is counted, and two things can be read from it:
- Frequently used blocks show what problem your customers actually have — the best available hint
at what is missing in the product or the instructions.
- Never-used blocks are ballast and can go.
Core tasks
Create a block. New block requires a title, space, a problem summary and the solution; tags help with finding it again.
The problem summary matters more than the title: people search for the problem, not for the name of the solution.
Insert as a reply. Use as reply puts the solution on the clipboard, from where it goes into the ticket reply. If no clipboard is available, the application says so.
Maintain the collection. The list shows title, space, tags and the number of uses.
Fields in detail
The What it does column answers what changes in the system — not what the field is called. The grey name behind the label is the API field: the same thing runs under that name through automation, import and AI tools.
Solution block
A solution block is the short form of a recurring problem and its answer — shorter than an article, meant for ticket work.
| Field | Required | Values / format | What it does |
|---|---|---|---|
Title title | yes | text, max. 200 characters | What the agent searches for. Phrase it as the problem, not the solution — people search for what the customer writes. |
Space spaceUlid | yes | an existing knowledge space | Where the block lives; the space decides access. |
Problem problemSummary | no | text | The symptom in a few sentences. This is the text the suggestion function compares with an incoming ticket. |
Solution solutionHtml | yes | formatted text | What to do. Can be taken straight into a ticket as a reply. |
Full article canonicalArticleId | no | an existing article | A pointer to the long version. That keeps the block short without losing the depth. |
Tags tags | no | several terms | Classification for search and suggestions. |
Settings & permissions
- Module
module.knowledge. knowledge.solution.manageto maintain,knowledge.solution.useto use.- Visibility hangs off the knowledge space.
- Support additionally has canned responses in the ticket module, see
Communication (support). These here are the curated knowledge; those are the quick phrasing aid in the reply editor.
FAQ & troubleshooting
A block cannot be found. Search by problem summary and tags, not by title. If both are thinly maintained, nobody finds it — not even its author.
Inserting fails. Usually the browser clipboard is unavailable. The message says so.
The usage counter stays at zero. Then the block is being copied rather than inserted. Only Use as reply counts.
When a block, when a knowledge article? A block is a finished answer to a customer. An article explains a matter for your own people.