Easy Auto-Suggest for Self-Help
As end users begin typing in an issue (as the ticket title) in the Self-Service Portal, SysAid automatically searches the Knowledge Base for relevant knowledge articles. The Knowledge Base then provides knowledge article suggestions that end users can use to resolve their issue by themselves, without actually having to submit the ticket. You can customize the Knowledge Base Auto-Suggest capability based on title, question, and/or answer to optimize suggested knowledge article relevance.
Attach Knowledge Base Articles to Entities in SysAid
You can link a Knowledge Base article to assets, service records, CIs, SLAs, and almost any entity in SysAid, making the relevant information visibly available within tickets that involve any of these entities. For example, you may have a knowledge article on how to solve a paper jam on a specific printer. If you add that article to the printer’s CI or asset record, then a link to the article appears in any ticket related to that printer, ensuring that IT support teams follow solution models that have already been set up in your organization.