Core Workflow Action - Suggest Article

Feature requests
1

Title: Core Workflow Action - Suggest Article

  1. What is your original issue/pain point you want to solve?
    For us, the majority of submitted ticket information comes from dropdown objects. Therefore no relevant Knowledge Base Articles are suggested.

  2. Which are one or two concrete situations where this problem hurts the most?
    Knowledge Base currently useless.

  3. Why is it not solvable with the Zammad standard?
    Reliance on title and text objects for recommending KB articles.

  4. What is your expectation/what do you want to achieve?
    A core workflow action where we can hard-code KB suggested articles based on whatever criteria we want.

Your Zammad environment:

  • Average concurrent agent count: 60
  • Average tickets a day: 400
  • What roles/people are involved: IT Support and Site teams supporting 19 schools

Anything else which you think is useful to understand your use case:

Thank you and have fun.