I saw discussions about a knowledge base. I think thanks to the cool elasticsearch the closed tickets in itself provide some kind of knowledge base.
I could search in successfully closed tickets for my problem.
Well, I have an even more automated suggestion. If a ticket is opened, zammad could search in closed (or open) tickets automagically.
Then to the new ticket there could be a list of
- related problems (with links to open tickets) or
- related solution (with links to successfully closed tickets).
How would zammad know, which tickets to display?
I think there are different approaches and I might not be the right guy to define this
- The admin could define a list of topic-words, search-words. zammad could check, if these search-words appear in the new ticket and search for tickets with the two or three most used search words in the new ticket.
- Zammad could be “intelligent” enough and simply search for all words in a ticket. (may we could have a blacklist with words like “maybe” Then search automatically for (replace sensible logic here) words, that do not occur to often in the new ticket (might be “and” or “I”)…
Of course a helpdesk agent coult all do this manually.
But I think, that it helps the agent to get a list of 5, 10, 15 subjects of tickets with some hints. To think outside the box. Or to just see, that similar problems exist and the helpdesk agent A could discuss this with helpdesk agent B, who is currently working on a similar ticket.