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?
Badges are a great way to show off community activity, whether you’re a newbie or a Champion.Learn more
Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs