Many a time, our agents need to create a Knowledge Base Solution Article based on the Resolution of a ticket (incident or service request).
I understand that ticket Resolutions do not contribute to the search results of the Support Portal.
It would be helpful to have an option to convert a ticket Resolution into a KB article whilst creating a link between the two, reducing the double-handling required by the agents. I believe this would also help in error message / ticket / solution correlation, including the Freddy AI side of things.
New Idea
Convert a Resolution into a Knowledge Base Solution Article
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