first of all: thanks for finally including a KB/FAQ! It’s still a bit simplistic in some ways, but that may not be a bad thing It was more or less the only thing keeping us from moving away from OTRS.
One major “issue” with the knowledge base though is the missing link to the customer - of course the knowledge base is shown as a “Tab” in the customer portal but we need/want a bit more from a fully fledged knowledge base:
Allow the creation of Tickets directly from the KB-Article (and reference the article automatically in some way for the Agent)
Show matching KB-Articles at least based on Keywords/Tags or some kind of elasticsearch/AI magic
- allow forcing the user to go through the KB before sending requests (its astounding how often we just send the FAQ entry and the customer is fine with the solution…)