Naomi Greenall

Our team is currently trying and testing several different methods to better tackle an uptick in tickets received from our customers. I'd love to know what paths your team has taken as well as feedback on the current ones we are using.

• Trigger that auto-replies to users who select a specific field in our form or a string of words match the condition. Marks ticket as pending and closes out if the user doesn't respond. If they do respond it marks the ticket as open again so we can help them further. The issue with this is that our customer do not always fill out our forms correctly. And sometimes even if they do, they write in about something else unrelated. W
• Using macros to reply to relevant tickets in bulk from the search bar and criteria we set. We have yet to start this method but plan on implementing soon. 
• Separating our tickets out into copy views. Instead of having all our new/open tickets with no assignee all clumped together, we offer a copy view that puts them into different categories so if agents want to focus on one topic they are good at in their role they can. They still show up in General - New so other agents can serve those and they do not get forgotten.
  
  How does your team handle an uptick in tickets? How do you automate the process so the customer feels sufficiently helped? Any advice or feedback would be great. Thank you.

Recently I was pulling a report for search results by our end users and found that one of our most popular titles was coming up with 0 search results. But why? I found out it was because our end users were searching that popular title in another category. Which I found out is due to a feature called "Scoped Search in Knowledge Base" being on by default. Can we please have this off by default? I'm not sure why we would want to limit what people can search in one location if they are searching outside of it. Isn't that the whole point of a search bar? Or at least have one search bar in the category they are looking and then another "main" search bar at the top of the page. But we really need this feature off by default so other admins don't run into this issue when none of there end users can search outside of the category they are in.