Live Assist Within InstantKB

Has anyone enabled Live-Assist so that when customers are in the middle of submitting a ticket, any related tickets already created appear in a box underneath.


InstantKB Question

Hi Giovanni,

Thank you for your post and welcome to the forum :)

I've just responded to your ticket. I hope this helps. 

The live suggestions shown when submitting a new ticket via the web interface show article results from your knowledge base related to keywords within the customers ticket. We perform a number of steps to sanitize the customers message and then pass this to our search. If you have full text search enabled the article results will be sorted by relevancy based on the number of times the keywords extracted from the customers ticket appear within the article and the proximity of those keywords to one another within the article.

We don't search tickets when submitting a new ticket. Tickets always remain private.

I hope this helps clear things up. If I can assist further don't hesitate to respond,
Kindest Regards,

Ryan Healey
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