New 4/13/2026
2
Votes"Suggested articles" in tickets
It would be a great feature if, when a user create a ticket, that FAQ suggests an answer.
That would limit numerous tickets that are similar because users don't look if FAQ has already a response.
Furthermore, the self-hosted is limited to finding knowledge base "tags" in the ticket text, but users don't see suggestions from the FAQ.
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New ticket form — When the user tabs out of the Subject or Body field, similar KB articles appear below the Subject field.
Ticket view sidebar — On an existing ticket page, a "Similar Articles" table is shown in the sidebar, populated from a pre-computed suggestions cache.
New ticket bot comment — When a ticket is first created and the bot is enabled, a bot comment is posted listing suggested KB articles.
Email notifications — Suggested articles are included as links in ticket notification emails (only fully public articles — no tech-only or category-restricted ones).
On on-prem you are limited by searching by tags, which perform worse than AI vector search on SaaS.