Automatically link knowledge base answers to fitting tickets

Feature requests
1

Title: Automatically link knowledge base answers to fitting tickets

Usecase environment:

  • average agent count: 25
  • average tickets a day: 50
  • roles involved: Agents and admins

What is the idea or pain point:

  • Answers / Articles in Knowledge base are not automatically linked to the thematically fitting tickets
  • There doesn’t seem to be a way to do this, there is just manually linking answers to tickets

Expectation (not solution):
We want to set up a Knowledge Base with articles which should help new agents with specific ticket types. f.e. When there is a customer claim, there is a guideline to find in the Knowledge Base how to handle these.
Now we want to achieve that these Knowledge Base articles are linked automatically in the “Similiar answers”. Currently this seems to be only possible to manually link these. It would be great if one can set up a trigger or something similar that can link an answer to a ticket type when it is matched by a specific tag or something.

8 Likes
2

Please update your first article and use the template provided. Thank you.

3

Thanks. It’s updated now.

3 Likes
4

Thank You for contributing into Zammad!

I would like to ask You for more examples of usage for described feature. How it will work in day to day work.

Feel free to add as much examples as You can - even if You think that they are similar. It may help us to understand feature better.

1 Like
5

Here’s another example of usage:

  • List item In the KB there is a guideline how to handle tickets when customers ask about a specific item issue, that could occur often

  • List item When a ticket is created where the content is about this item, a trigger fires which links the answer in the KB with the ticket. So newer agents immediately know how to handle those things, without researching through the whole KB all the time.

2 Likes
6

When we submit a ticket to the manufacturer in Jira, after entering the title, a list of suggestions comes from the knowledge base. See screenshot.
“We have found solutions that can help you save time.”

This is great because it offers self-help without the user having to look in the knowledge base.

2024-02-16 16_39_04-ddd.png ‎- Windows-Fotoanzeige
2024-02-16 16_39_04-ddd.png ‎- Windows-Fotoanzeige672×880 33 KB

2 Likes
7

Thanks. Yes, this is exactly what we would wish for Zammad also. Zendesk has this feature too and when we did use it some years ago, it was great to efficiently work on tickets.

2 Likes