Enable Instant Response System (IRS)?

[Siora]

I have this setting turned on for the Staff CP but I never see any realtime data displaying when typing out a ticket. Any idea why this is? Has anyone else noticed this?

[Jamie Edwards]

Have you made sure to use phrases and words that occur in your test articles when testing staff IRS?

[Siora]

Originally Posted by Jamie Edwards

Have you made sure to use phrases and words that occur in your test articles when testing staff IRS?

Well the major one was Microsoft Word...nothing shows up however when I log a ticket via the support centre using the same phrases the IRS system works.

[Siora]

I also noticed that if you disable the KB widget for certain user groups that use the support centre but enable IRS from the admin panel, users who should not have KB access still gain access by seeing the IRS results as they submit a ticket.

[Siora]

Anybody else experience this? Is it a bug?

[Jamie Edwards]

Hi Siora,

Please submit a support ticket about this as I cannot replicate it here.

[Siora]

Thanks, I just did that. I'll let you know of the outcome.

[richm]

Hi Siora,

Do you have some number of articles in the KB for it search from?

Also, (more for Kayako) is IRS using Java to do this dynamically? If so is Java disabled in your browser?

Hope this helps.

Rich

[Siora]

Originally Posted by rixm

Hi Siora,

Do you have some number of articles in the KB for it search from?

Also, (more for Kayako) is IRS using Java to do this dynamically? If so is Java disabled in your browser?

Hope this helps.

Rich

I have about 600 articles in my KB. If logged into the support centre, when I type Microsoft Word for example you can see article suggestions appearing however when logged into Staff CP creating a ticket, if I type that same string in the contents section nothing appears. I'm assuming that if it works in one place then my java is enabled.

[nimitz1061]

Originally Posted by Siora

I have about 600 articles in my KB. If logged into the support centre, when I type Microsoft Word for example you can see article suggestions appearing however when logged into Staff CP creating a ticket, if I type that same string in the contents section nothing appears. I'm assuming that if it works in one place then my java is enabled.

Rich,

We had that same problem initially. I then discovered that there are multiple search boxes, and the one closest to the ticket is not used for KB search at all.

Are you using the unlabeled search box in the top right of the header??

David

[Siora]

First off, my name is not Rich...LOL.

And yes I was told by support that the IRS for staff is the top right box. It sucks because you can't even see the entire title name of the KB article. I would much rather see the IRS activated for the "contents" box. I put this in as a feature request.

[Siora]

Here's another problem with this...After receiving a ticket via support centre, if you go to post a reply there is no IRS there anymore. It seems like the IRS for staff only works when creating a new ticket from the staff CP. Anyone else notice this?

EDIT: I just noticed that this problem is related to Live Support...the IRS box is not visible when using Live Support

[power]

Hi Siora,

I hope you have got the solution to your problem. let all us know about the results. I hope the result will be positive but I can suggest you to make a search at google also.its the best medium to solve your problems.