Samanage is excited to announce an enhancement to Smart Suggestion for Solutions. Now, agents will get suggestions for internal solutions when creating a ticket in the back end of the system and on new inbound tickets.
This enhancement now allows you to access your full knowledge base when getting Smart Suggestions. Internal solutions are critical resources for your agents as the articles tend to be more technical. Now they will be able to reference any solution that meets the criteria of the ticket.
For more details, here's the tutorial.
Your Samanage Team