If you use some FAQ article as a template reply to the customer, then you can't keep the original subject of the customer's incoming request. It is always changed to "original subject + the subject of the article from faq". I suggest to remove this functionality (or make it optional), because: 1. It is useless from the point of design and usability (customers usually expect "See more"-like link in the message body, ...more »
When the customer opens a ticket in the customer frontend a list of relevant FAQs should be displayed.
The customer could then be asked if he/she wants to continue opening the ticket or if the question was answered in the FAQ.
I suggest to - optionally hide links from tickets to FAQs - or to delete them after a configurable time - or to create a FAQ watch list - or to make unidirectional links possible, Use Case: 1. You work on a ticket and link it to a FAQ, so that you or others don't overlook it. (Usally because of important information to solve the ticket or to remember to update the FAQ. Similiar to the ticket watch list.) 2. Since ...more »
In some case, public voting could allow unregistered user to provide interesting feedback.
So like Bruno in http://lists.otrs.org/pipermail/otrs/2011-February/034991.html. I'm very interested for this...
Add or integrate a crowd source knowledge base like www.lampcms.com
It would be nice if you could assign one entry to multiple categories. This way you could for example create one entry for different OSs, products.
FAQ are often used as knowledge base for the agents. Would be cool if there was a flag that showed the agent unread FAQ entries.
To make it fully call center compatible also add an 'I confirm I read this FAQ' dialogue. Call centers have to rely on self-education and need to know who knows.
I suggest to improve multi language support in FAQ module in the following way: Having one article, it can appear in different languages just by selecting from a drop-down list of available languages for this particular article. If you want to add an additional language to an existing article, press on a "add language" button for a new window, with option to use one of the existing languages as template for the article. ...more »
FAQ RichText Editor per Category to explain the Category itself. The RichText content should be displayed on top of the Sub-Category list then, next or below the Category comment.
Currently Language and Category management are on Agent interface but this tasks are more administrative they ahold be on admin interface
use FAQs as Auto Responses. The Auto Responses are nice, but the FAQs are much better when having a lot of default answers as there are in a callcenter environment. Especially when using the category/subcategory functionality. Searching the right respons is much easier and using the one click "paste" functionality like the Auto Responses will make the FAQ package very powerfull. With the now used AJAX framework in 3.0 ...more »
FAQ Approval: when answering a ticket an agent should be able to tick a box for "Review solution for FAQ inclusion". Then the ticket should be CC-ed to the FAQ approval queue so the KB owner/responsible can review the answer and add it to the FAQs.