Hello,
We see a strong value in adding a better view of solution articles for agents when looking at a ticket. The section above the conversations or the right-hand side of the ticket could be showing 3-5 solution articles suggested by Freddy, found by tags relating to the ticket or already chosen by an admin for Service Requests. These could be solution articles made for agents on how to handle specific re-occurring tickets like placing hardware orders, providing access to a tool or systems etc.
Please see the attachment for the idea.
