Email service desk, reply with KB content

Question

Is it possible to reply via email to a service desk issue that was submitted via email, and include potentially relevant knowledge base content in that email? When customers enter a ticket via the portal, they see relevant content suggestions. However, when they submit via email (which is about half of our submissions) they get a basic form letter back. We'd like to include knowledge base articles for them to review and perhaps fix their problems themselves. This could also drive article usage and effectiveness by simply making people aware of the knowledge base.

Jim Reprogle · Answer

Yes, we were thinking that we may want to do this automatically. I'm not sure the use case is valid anymore, however, due to our wanting to turn off the inbound email queue for ticket creation. Since it doesn't allow for additional required fields, we have unintentionally lowered the quality of ticket information we're getting on initial creation. So if we turn off the email channel, this will end up being a moot question.

Jack Brickey · Answer

Jim, do you mean to automatically do this? Unless you write something to parse the description for possible hits the only option would be to change the canned response to point to the KB repository.

Certainly you can manually do so by either "Respond to customer" or "Share with customer" comment adding the link to KB. If you want the customer to try a KB article first then I would "Respond to customer" so the issue moves to "Waiting for customer".