Raise requests only if no KB article was helpful

Cristina Sandulescu

Is there any possibility to allow the raise ticket functionality only if no KB article was helpful? I want to 'force' the clients to raise tickets only after answering some questions designed to focus the ticket towards known issues / KB articles. If the solution offered isn't a match to the problem, then a ticket can be created.

Jack Brickey

Hi Cristina, I don't see any practical solution for this. How would you force such behavior? Even if the solution required them to click on a KB article there would be no way to force them to read it.