Is there an easy way to retrieve/suggest common issues when creating a ticket ?

Question

Hi, we created a Jira project to manage customer issues from any type (license, features, technical question, usage, etc...) and as the number of requests is increasing day to day, we would like to find a way to easily retrieve the most common issues. It will help us to avoid creating duplicate tickets, and for analyze purpose.

I think about for example, when creating a ticket and filling the description or the title, a “robot” will find and suggest related tickets based on the words/keywords we used in the title/description (similar behaviour to the Jira "search bar"). Do you know if there’s some plugin or Jira functionnality which can do it ?

Duy Nguyen_6tv5t9 · Answer

Hi @Ravi Sagar _Sparxsys_

Thank you for your response, in fact we're collecting customer issues from different channel (support call, forum, ...) and when our support level 1 team doesn't have the knowledge to respond to the users, they create a ticket in our Jira Project to seek help from level 2 teams. So that's why i try to find a way to retrieve/suggest common existing issues when creating a new ticket.

Ravi Sagar _Sparxsys_ · Answer

Hi @Duy Nguyen

How your customers raising these tickets? I assume you are using JSM.

You can integrate your portal with a knowledge base, so your customers while raising ticket get suggestions based on the kb articles and hopefully self serve themselves.

Ravi