We have set up our service desk so that users will usually avoid the portal and simply send an issue to us via email. They then receive the confirmation email template but I am hoping there is some way to add the knowledge base suggestions to the template so users can view these and resolve themselves where applicable.
The only current options I see are to suggest this during a portal issue creation so hopefully an email variable can be created to send these suggestions to the user on the email they recevie after creating an issue?
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