Knowledgebase Suggestions

[MCHS]

Hi there, I've been wondering how the "Knowledgebase Suggestions" works with regards to submitting a ticket via the web interface. Other Kayako systems I've viewed, when you start entering information into ticket, it suggests some possible knowledgebase article related to it.

Now does this need to be activated somewhere for it to work? Is there anything special needed to be done to the articles? Any prerequisits (ie Knowledgebase requires at least 5 articles before this feature works).

I am pretty keen to get this feature working as it was one of the main selling points for our company to go with the system.

Cheers.

[richyc]

Admin Interface->Settings->Knowledgebase->Client Support Center SettingsEnable Instant Response System (IRS) is probably what you are looking for. I think you do need a minimum number of knowledgebase articles before it will start working though, but I can't remember how many (IIRC, it's still a single digit count).

[AKL-MFCU]

you need a few articles (around 5) before it truly starts working against it. I don't know why theres a miminum, but im guessing they put it there to prevent unnecessary server load. Also make sure that the indexing of the length of words is set to a reasonable level (around 5-6 should do nicely).

[IanWild]

Hiya,

The Knowledgebase search for IRS uses the MySQL full text search functionality. Have a look here for plenty of background on this and some tips on your content - Google probably reveals more too. The relevent bit for your question is:

"The 50% threshold has a significant implication when you first try full-text searching to see how it works: If you create a table and insert only one or two rows of text into it, every word in the text occurs in at least 50% of the rows. As a result, no search returns any results. Be sure to insert at least three rows, and preferably many more."

This is a very powerful feature of Supportsuite - I like it a lot. The code seems the same as that used by knowledgebase-script.com, but I don't know how they are related...

Ian