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.
Writing the solution. You write the solution in the same block editor as pages and articles — with lists, checklists and tables. What is stored are the blocks; the version for the ticket (HTML) and the search text are derived from them, so the reply in the ticket looks like it does in the editor. If co-editing is set up, several people write an existing block at the same time (Live below the editor); every change is saved right away and is available in the very next ticket.
Use in a ticket. When replying to a ticket, the composer offers Insert solution block… next to Insert canned response… — with search, most used first. The same picker is available in the internal note (for example as a solution path for colleagues). The chosen solution is appended to the text, placeholders such as {{ kunde }} or {{ ticket_nr }} are filled, and the use is counted. Canned responses and solution blocks remain two sources (canned responses for phrasing, solution blocks for curated knowledge).
Insert as a reply. In the list, Use as reply puts the solution on the clipboard — for replies outside a ticket. 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 (blocks) blocks | no | block list as for pages | The solution as it is stored; solutionHtml is derived from it. Takes precedence over solutionHtml. |
Solution solutionHtml | yes | formatted text | What to do — the version that goes into a ticket as a reply. When writing through the API, the HTML is cleaned and converted into blocks. |
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. |
Only via interface and automation
| Field | Values / format | What it does |
|---|---|---|
usedForType | kind of record, e.g. ticket or work_item | Only when inserting (/use): states in the event Solution block used (SolutionBlockUsed) what the block was used for. The composer sets it itself. |
usedForId | ULID of the record | Only when inserting: the record for usedForType — automations can react to it, for example on the ticket. |
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. Insert solution block… in the ticket and Use as reply in the list count.
"Insert solution block…" is missing in the ticket. The picker appears when replying and in the internal note (not in a new customer message) and only with knowledge.solution.use; it offers the blocks of the spaces you may read.
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.