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Hello,

I’m looking to see if there is a way to automatically redirect smaller but frequent tickets to a specified knowledge base article via an agent created rule. For example: 

“Monitor no signal” in the comment box would either have a tooltip come up with a link to the knowledge base article, or if it is possible to email the ticket submitter a link to the article and automatically resolve the ticket without it reaching agents in order to focus on more urgent tickets. I appreciate any pointers on how to implement something like this.

Hi @iljared98 

Thank you for waiting so patiently for a response. I wanted to find an effective work around for you. Currently you cannot perform the actions you wish via rules. But do not fear, this is still possible!

Let’s create a shortcut that would allow you to input the URL for the Knowledge Base article you want to give them and have it resolve the ticket. You will still need to go in and confirm the issue and apply the shortcut but it will help your agents work through them faster. Below is a screenshot of an example that you could create. Remember that you can only create shortcuts within a ticket but when you save the shortcut, you can apply it to others. I have attached the guide just in case 😁 

 

 

Additionally, I really like the idea of being able to push tickets like that, I would suggest you put it into our Idea Exchange. Here is the link: https://community.incidentiq.com/topic/new?type=idea 

I hope this helps!

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