Ticket deflection with Knowledge Base

Feature requests
1

Title: Ticket deflection with Knowledge Base

  1. People dont search any documentation willingly before issuing a ticket
  2. many tickets are created which would be easily solved if the user only read and followed the instructions in an article
  3. There is no way to force the user to read the KB … or have it searched for them and offered a solution before creating a ticket. Similar older requests are not open for voting.
  4. It would be great if, while filling out the ticket creation form, the KB would be searched and matching articles would be provided. Then the user would have to actively click on “no, my solution was not listed, I want to submit a ticket”

Your Zammad environment:

  • Average concurrent agent count: 4, but ITCrowd of 30 would surely come over from OTRS if that worked
  • Average tickets a day: 10, way more wirth ITCrowd on board
  • What roles/people are involved: all kind of office guys

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

It gets more and more important that IT Support gets relieved from that time consuming nonsense jobs like “turn it off and on again”. They are too expensive for that.

Thank you and have fun.

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