Configure Service Desk Portal with only search bar

[Nicholas Torres]

Hello, I would like to know how I can hide the ticket request types until the learner has searched through our documentation? Once they have searched and been unable to find a resource on that, they will be greeted with the option of submitting a request about the topic. Is this possible to configure? We would like the main page of the portal to be bareboned, and then provide the opportunity to submit a ticket after searching through documentation. I have tried hiding "Request Types" but that did not work as it does not allow the learner to submit a ticket based on that request. 

[Hernan Halabi - Elite IT Consulting Group · Accepted solution]

Hi @Nicholas Torres the feature you are asking for isn't available at this point

[Mike Bowen]

Hi @Nicholas Torres 

It would be a terrible idea to hide the requests until the customer has searched for the answer.

Bear in mind not every person who raises requests has the time to search through pages of documentation that might or might not be there.

Also the phrases, keywords, sentences they use might be slightly different to what your KB posts are thus making it quite frustrating for customers. 

It is easier for the customer to raise a request and for your agents to point the customer to a KB post and resolve the request. 

-Mike

[Fides IT Admin Account]

it is quite the opposite. 

Agents don't have time to answer the same questions over and over again. 

That is how every other portal in the world works.

That is how every community board works: First search for the answers then ask or get bashed.

If one lacks knowledge they should have the ethics to spend some time searching before bother people.