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?