Similar ticket suggestions: a knowledge base may do it better, and why customers expect word for word
A customer told you something a year ago. They expect you to remember it.
Similar ticket suggestions put related tickets and how they were resolved next to the ticket you are working. I covered it on August 31. Today Zach came at it from another direction.
His question: do we have a service knowledge base, or a Breeze assistant built to help the service team answer these, instead of reading through similar tickets? He is not saying he does not like it. He would look at it a little differently.
Casey's worry is about first impressions. If the first suggestions are not actually similar, people stop looking at them, and she has seen that with the similar idea prompt on the HubSpot ideas forum.
My read: "just show us any possible connections." And it is getting easier to give the customer that experience. We are in Help Desk now for our own calls with Hubsessed, which is new for me.
The next step