Adding a new Ticket Field type “Dependent Article”
When setting up solutions, and when adding articles to the folders of each category, we should be able to “tag or label” the article.
Dependent Article: Will use the article’s tag or label as a field or it can be shown as (issue type or category) and when selecting an item from this dropdown list the customer will get a list of articles that would help them in getting the solution / answer they are looking for. And the ticket will be resolved while it’s being filled up by the customer.
If the customer reads the article and their problem or question are answered then they can send feedback.
You can also a small feedback section with the following: Was this article helpful (Yes / No) so data can be collected to improve the articles section.