Marshall Taft

Another Item I believe is missing here is the fact that there can be several articles within a ticket and we can't indicate which is the one that ultimately resolved the ticket.  Considering troubleshooting is part of the process it's not uncommon that various items are tried and result in one working or a new one needing to be created or edited. 

As such we lose confidence in what articles are linked when evaluating ticket deflection opportunities as we can't definitely identify what articles were the key to resolution when evaluating large quantities of tickets. 

Having visibility for engineers to know if it's linked or not in the ticket view and being able to identify one specific is key to downstream improvement of our solutions. 

This seems like low hanging fruit from a development side with a huge value add for teams. It would help us to adopt KCS methodologies to better support our customers experiencing more complex issues.