🤔 Context: A Support Team Lead wants the team to be focused on more complex tickets without getting distracted by simple questions.
🌧️ 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 by implementing self-service and adding a knowledge base as L0 tech support. 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 Jira Service Management's knowledge base. When this feature is enabled, an additional search box appears in the 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.