As an Agent I would like to see related KB articles on existing tickets so that I may more quickly resolve issues.

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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Users submitting through the portal may overlook articles, or not understand articles that require more technical knowledge.

      It would be a huge value to allow agents to see by default any KB articles that match up to the summary (or description <-- too greedy?) of the currently viewed issue.

      Even an extra click for performance reasons would be ok "Find related KB".

      https://answers.atlassian.com/questions/277880/view-related-confluence-kb-articles-on-existing-jira-service-desk-tickets

        1. image-2021-04-12-15-56-07-448.png
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          67 kB

              Assignee:
              Joseph (Inactive)
              Reporter:
              EddieW
              Votes:
              10 Vote for this issue
              Watchers:
              14 Start watching this issue

                Created:
                Updated:
                Resolved: