Tickets Check for similar AMS or Vaultwiki articles

Discussion in 'Suggestions' started by Alfa1, Sep 2, 2015.

  1. Alfa1

    Alfa1 Active Member

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    One thing that would be extremely useful is a check for similar AMS or Vaultwiki articles because that will really cut down on the number of tickets.
    The idea is that the user first posts his question. Then if there is no answer in the articles, they can go on to post a ticket. If there are articles for frequently asked questions then this method cuts down on 80% of the tickets.
    See here for how kayako does it: https://support.kayako.com/Tickets/Submit/RenderForm
    As soon as you enter a title a number of possible solutions appear under the editor.
    Vaultwiki already has a similar content function included, so the implementation should be easy. Ted, the VW developer is always helpful to provide needed code or other assistance. The only benefit of supporting VW is that VW allows many users to edit articles with versioning. Which is much easier for larger sites and leads to much bigger article systems. Hopefully AMS will go this way at some point in the future.
     
  2. Alfa1

    Alfa1 Active Member

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    Is something like this being considered for Tickets?
    The knowledgebase function of Kayako is one of its best functions as it makes the helpdesk a self-help-desk and really cuts down on the number of tickets we get. This is why its offered by the major helpdesk providers including ZenDesk & FreshDesk.
    Asides from vaultwiki, AMS could easily be used for this. Or alternatively the XF help pages.
     
  3. NixFifty

    NixFifty Developer

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    Yep, just fleshing out some more of the core functionality with 1.4 before things like this are added.
     
    Alfa1 likes this.
  4. Dadparvar

    Dadparvar New Member

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    When you decide to add it, please make it optional so that we be able to switch it on or off.

    Thanks
     

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