IRS in Staff CP

[rmcsh1]

Hello! I'm considering purchasing the SupportSuite and signed up for the 7 days trail (hosted by Kayako). So far I am impressed with what I see for the most part. My only problem is that for the life of me I can't seem to get the IRS to show up on the Staff side. The normal client support side it works fine. I've got plenty of articles (50+) and I've done the enables in the settings tab.

Can someone point me to what I'm doing wrong? This would be a show stopper for me as using the IRS on the staff side to help my lesser experienced helpdesk folks is my main goal.

Thanks in advance for any help you can offer. I've only got 6 days left to decide!

Scott

[Raghav Arora]

Please create a support ticket for this and I will look into it. Also, please make sure that are aware of the following:

The IRS feature of our product uses the MySQL Full Text Search, This has certain restrictions most of which are highlighted below:

1) The word to be searched should be atleast 3 characters in length

2) It should not be common (Say appearing over 80% of pages)

3) It should appear in atleast 3 records, In your case it might not be working due to less amount of knowledgebase articles

4) Common words like the,in,are etc. are ignored

[rmcsh1]

Thank you for offering to look into this for me. I actually found it I think. There is a search dialog in the upper right hand corner that ties to the Knowledgebase. I wish it worked more like the customer side and took the keywords from the ticket though. Am I correct in that it doesn't work the same way from the Staff CP?

[Varun Shoor]

Hi,
Interesting suggestion, I will see how we can extend this to be more intuitive.

Regards,

Varun Shoor

[rmcsh1]

Thank you for offering to look into this. For users who are using the system for basically "backend" technical support and tracking only I think this would be a great addition.

One of the competitor products does this via a pop-up window from their locally running executable version. While I like that I think it would be impractical here.

The way it works on the client side support screen is great and if it could simply be added to the Staff CP right below the box where the staff member is entering the ticket info that would really help me out.

It would allow my lesser experienced help desk folks to draw from the knowledge compiled by my engineers. Having it automatically search as they are entering the ticket would allow them to find things that they wouldn't have even guessed we had a knowledgebase article on. In theory as long as a problem has been seen and solved before, any of my helpdesk techs (even the new guy) would quickly have access to all the knowledge of the entire organization and could provide my end user with the same consistent level of support.

Thanks again for considering the request and congratulations on a really solid product.

Scott Hardin

[nimitz1061]

I 2nd this motion..