Jaleel S Beck

My customers tend to put the least effort into explaining their issue in the subject header, often just using two words or the order ID.  It gives the answer bot little to go by, and often despite having KB articles that relate to the content of their message (and plenty of labels to capture a keyword), answer bot instead sends them three wholly unrelated topics.

I don't know if Answer Bot actually looks at the content of a message, but if it doesn't, my request is to expand past the subject header.

Articles that receive user comments only show the oldest comment, to which users have to scroll to see the newest.  Sort by oldest/newest is available for other areas including back end. I think it would be quite useful is article comments could show the latest comment first and not the oldest.