Suggest articles (FAQs) to users while they are creating a new ticket in the iTop web portal or to agents who are handling the ticket and need to send a reply (log entry).
Benefits:
- Higher customer satisfaction: users get answers faster.
- More time for your agents to investigate more complicated cases since simple tickets are deflected. You can tweak the FAQs to give your agents a head start since users can already provide them with more details from the start.