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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    • Type: Suggestion
    • Resolution: Fixed
    • 3.2.0
    • Component/s: Knowledge Base
    • None
    • 1

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

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

              Created:
              Updated:
              Resolved: