we got a question from a customer regarding Documents and External documents under the Knowledge Base meny. It's not very intuitive what these are for.
What is the main purpose of these? How are they supposed to be used?
As far as I can see there is no way to add these documents when replying to a customer from a ticket. Is the idea here that "Documents" are for uploading internal documents, and "External Documents" are for documents that will get a publicly available URL?