Allow knowledge base search before entering ticket
Before submitting a new ticket the title of the service ticket can be checked against the knowledge base. It then can show those results and then the user can put a ticket in. Much like how you put a ticket in now with quest. This would be an awesome feature.
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J Cunningham commented
Opening a ticket I have to type a title for the ticket. That ticket title can then be searched in the kb database. Then before the user clicks continue the knowledge base can be searched. This way tickets for simple fixes arent being opened.