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Make IRS (KB) suggestions appear beneath subject?

Discussion in 'Using Kayako Classic' started by MvdL79, Jan 28, 2020.

  1. MvdL79

    MvdL79 Member

    Hi all,

    I know the forum is dead, but trying anyways. Hopefully someone is kind enough to provide some help with this issue.

    Currently IRS makes the KB articles appear below the input text field (text area with description). As a result a lot of users do not even check the KB articles. Sigh.

    Now I am wondering if it's possible to display the first best result just below the subject line. And the remaining hits below the text field (text area with description).

    So in short:

    [first IRS KB result]
    [text area]
    [remaning IRS KB results]

    Is this possible? Should be. This would save us from "stupid" tickets.

    Sidenote; I already found the following article: http://forums.kayako.com/threads/limit-number-of-irs-suggestions-to-users.25296/
    But that only limits the IRS KB results.

    Thanks in advance!
  2. MvdL79

    MvdL79 Member

    A small bump (not being impatient, but trying to fight the spam on this forum lol).
  3. bear

    bear Kayako Guru

    Someone should. ;)
    MvdL79 likes this.
  4. MvdL79

    MvdL79 Member

    And another small bump (to fight the spam and to stay on top).
  5. supportskins

    supportskins Kayako Guru

    This is not possible by default. You will have to edit the templates and the source code to add this functionality.

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