Hi,

I've read about the Resolution tab of the Tickets and the ability of adding a Resolution to the Knowledge Base so that both agents and customers be able to access this information. However, and considering several tickets may be solved by following the same procedure, here's my question: if, for a ticket, I solved it and added the way I solved it as an article in our KB, is it possible to grab that article and use it as a resolution for another tickets with similar characteristics? If it's not, I consider this should be included as a new feature in ZD.