How to provide recommended KB articles in the welcome message
I'm new to Zoho and am looking to replicate something I did for a previous employer. I want all newly created tickets to receive an automated welcome message that includes a few recommended articles from our knowledge base. Ideally there would be a way for the recipient to optionally indicate whether the articles were of help and the ticket can be closed.
I know Zoho can send an automated welcome message, but the part that I haven't yet figured out is how to include recommended articles.
What we are not looking for is a reply written by generative AI that attempts to resolve the ticket. A simple list of possibly helpful articles supplied prior to a human agent getting to it would be perfect.
Topic Participants
Warren Post
Shivani | Zoho Desk
Avon Collis
Ajith(AJ) | Zoho Desk
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