Lettie

This would be really beneficial for me. I want to increase the Help Centre activity but we aren't quite ready to use Answer Bot yet. 

 

Having a couple of our popular articles included in the message received text might help to solve a lot of tickets easily and encourage users to look at the Help Centre first before asking a question. 

 

 

Hey James, 

 

Great thank you for this! The report is looking a lot better already! 

Thanks, 

Lettie 

Hey! 

Could you please let me know if there are any recipes I can use to regularly analyse the 'About' field so I can see the top issues on a weekly basis? 

I have tried to set up a report but I chose 'Ticket Event Update' which I feel wasn't the correct attribute to use. 

I'm also interested to know more about the 1-touch solution tickets and finding out which 'About' fields are connected to these. 

Thanks! 

Lettie