It would be helpful to implement suggested Canned Responses and Solutions for agents based off of either the ticket subject or while reply is being drafted. Our team has over 165 Canned Responses, plus over 80 Solutions and it's difficult for individuals to know if there is an applicable Canned Response or Solution without having to search in every ticket.
We already have a similar feature working from the customer perspective in the portal interface. As the customer is submitting the ticket suggested Solutions populate based off of keywords.
