Open Ticket Notification and Impact Measurement

Proactive Notifications

When a new knowledge article is generated or updated, relevant open tickets within the corresponding cluster can be notified via the WebApp and Helpdesk interface. This ensures users have immediate access to the latest information.

Targeted Notifications

User can choose to send notifications only to newly opened tickets since the last clustering run. This avoids overwhelming users with irrelevant/repeated information.

Knowledge Article Impact Analysis

Track key metrics like the number of tickets resolved using knowledge articles and the average resolution time for these tickets. it allows to measure the effectiveness of the knowledge base and identify areas for improvement.

Benefit

Increased user satisfaction with immediate access to relevant knowledge articles and faster issue resolution.