Hi,
We are looking forward to an update that allows agents to link a Solution Article to Incident (INC) or Service Request (SR) tickets and view the article alongside the ticket. This would make it easier for support agents to reference the solution while investigating, updating, and resolving tickets without having to navigate away from the current screen.
Having the Solution Article readily accessible would improve efficiency, reduce the time spent switching between multiple windows or tabs, and help ensure that troubleshooting steps are followed accurately. It would also enhance the user experience by allowing agents to update ticket notes, work logs, and resolution details while simultaneously reviewing the relevant documentation.
Thank you.
