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🤔 Context: A Support Engineer is feeling swamped and wants less fewer support tickets coming through. 🌧️ User Problem: At my company, we tend to get support requests for even the most basic things all day, every day. I'd like to organically reduce the number of support tickets that come in. I want the users to see results from the knowledge base as they type messages in the Chat Widget as well. ☔ Solution: Integrating your Knowledge Base with the Chat Widget! |
Chat for JSM can be integrated with Service Management's knowledge base. When this option is enabled, an additional search box shows up in the chat widget. You can search the knowledge base by typing into this box, and the articles matching your search phrase are shown as a list:
This can allow your customers to find the appropriate answer to their questions before they even reach out to the agents. Try it out!