Trying to fulfill a use case which I guess applies to most support service organizations.
I want agents to raise a request for creation of an help center article when they figure out that they are asked the same question in a ticket over and over again.
I would love to have this process as seamless as possible for the agent working on the ticket.
I thought of having a field added to the ticket, mandatory to set when closing it, which defines if this issue was relevant for help center article.
If the agent choses yes he should be prompted to provide information about what the issue was about / what the dedicated question was and what's the solution / answer to it.
Best would be to actually open a new article with pre set format when the checkbox is chosen in the ticket. This way the agent enters the information already and the article then only has to be reviewed by a tech expert before being released.
I thought of using Macros and customer function or similar but could not yet get to a satisfying solution.
Really missing this feature in zoho since in my eyes this is a crucial process in customer support!
looking forward for ideas.
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