Auto - KB Proposal related to the category and type of ticket
Thibaut Cauliez 7 years ago • 0
To exploit the knowledge base at best when processing a ticket, depending on its type and category , it will be a good KB list is proposed to the technician to solve the problem without going to perform research itself in the knowledge base.
If any of KB self- proposed resolution allows the ticket, that acquires a point scoring KB making it more relevant. This KB will be offered in the first position the next time a ticket of the same qualification will be open.
This feature will :
-> To save time technicians -> From more easily create KB if none is proposed in qualifying ticket -> Prioritize the most important KB
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