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.

5 Likes
2

Hi Beate,

this is a very relevant use case. Instead of forcing users to search the knowledge base, Zammad could automatically run a semantic search while the user enters the ticket subject and description. It could then display a few matching articles with short excerpts before offering a “None of these solved my problem” option.

A chatbot could additionally guide users through more complex troubleshooting. However, I would keep it optional: users should be able to describe their issue normally and receive suggestions without being forced into a separate conversation. If no suggestion helps, their existing text can simply become the ticket.

Access control would be important so that users only receive suggestions from articles they are permitted to view. Measuring which suggestions prevent ticket creation could also help improve the knowledge base over time.

Would you expect this only for tickets created through the web form, or also for requests arriving by email? The latter would require a different workflow.

3

Hi Tobi,
just as you described would be perfect.
I would expect it only via web interface. Everything else would be too large and perhaps overkill.
It would be our task to train the users to use the web interface instead of mails to create tickets by replying with infuriatingly stupid questions. :wink: