+1
Under review

email auto responses based on Knowledge base

Jonathan Austin 2 years ago • updated by Vladimir Mullagaliyev (co-founder) 2 years ago 1

Hi,


When people email the support email alias, it would be really useful to be able to autorespond with a list of Knowledge Base articles that match the email topic. This might allow many of the people using email for support to resolve an issue themselves.


Thanks

Jonny

Answer

Answer
Under review

Hi Jonathan,


This is a good Idea. We already send auto-response email where ticket is registered. So, we can try to add some matched KB articles to this email and maybe problem will be resolved.

Seems like this Idea could be linked with your another Idea "Let the user who asked a question mark it as answered?". So, user will be able to close the ticket himselve.

Answer
Under review

Hi Jonathan,


This is a good Idea. We already send auto-response email where ticket is registered. So, we can try to add some matched KB articles to this email and maybe problem will be resolved.

Seems like this Idea could be linked with your another Idea "Let the user who asked a question mark it as answered?". So, user will be able to close the ticket himselve.