I suggest you...

Offer suggestions based on content of issue

It would be nice if IssueTrak was able to offer you knowledgebase or external content suggestions based on the content of the ticket being entered. I've seen this sort of logic applied in other facets of the internet, such as entering a trouble ticket with a cable provider, etc.

Such as, say a user is entering an issue regarding a broken printer, of which there was ample documentation available that the user could look at to service their own problem. Would be nice if issuetrak could pop up with some suggestions saying "I see you're having a problem with your printer, these links may be of use to you" ... something like that.

Overall, this is in effort to try to reduce the amount of incomming issues that have self-service and documentation available already to them.

3 votes
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    Andy shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

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