Hello everyone, I hope some expert can help me with a question.
Is there a way to link a ticket that was resolved to a knowledge base topic after it has been closed? In other words, I would like to be able to search for tickets by filtering by "closed" or "resolved" status and somehow be able to get possible solutions to that ticket by associating the KB topics.
I must say that we use the knowledge base internally, so every time a ticket is solved we put the status "solved" and add the solution to the FAQs and knowledge bases internally, this way our agents can look for possible solutions. to tickets that are still open.
In a way, associating closed or resolved tickets to a knowledge topic would be very useful for me, as it allows our agents to be more efficient in resolving issues, since most ticket issues are resolved with the same topics. of frequently asked questions. Therefore, the resolution of an agent can help and benefit. another agent as they may have the same solution in common for their own ticket.
thaks a lot
