Our helpdesk guys would like to insert a step into the ticket creation process that directs a user to a knowledge base or FAQ (bonus points if it can select some likely articles based on keywords in the request) before creating a ticket that would take any staff time. (Or, as a Plan B, using the ticket creation autoresponse to suggest some self-service troubleshooting links selected from a knowledge base using keywords taken from the request.)
Anyone doing anything similar? -- Mark Roedel Webmaster LeTourneau University _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
