Linking Solutions to Incidents

This is a fantastic idea. I know we have mentioned it to our CSM and TAM a time or two. Hopefully this can gain some ground and possibly become a reality.

This is a great idea - we are trying to keep track of how our knowledge articles are used and this would really provide that visibility

We need this in order to effectively link INC and REQ to their corresponding solutions. By doing so, we can better track how well these solutions are assisting both customers and agents in resolving issues and addressing requests. This linkage will allow us to assess the effectiveness of the solutions, identify any areas for improvement, and ensure that the support provided is meeting the needs of users efficiently. Ultimately, it will enhance our ability to deliver more effective and timely resolutions, benefiting both our customers and our support team.

embedding the article does show in the stats for the solution on the agent solutions page though:

This would be highly sort after by our agency. We need to report on what articles have been used heavily and views. Whether they have been linked to tickets and for the agents to also report if there is an issue with the article or if it was helpful or not or is redundant. The ability to also allow the requester or agent to then resubmit feedback to the same article once it has been reviewed is also beneficial. The issue is that if someone reports an article as not helpful, it is then reviewed and republished - they are then not able to give feedback again to that same article unless all the metrics are reset on that article. This is a problem.