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Force customer to look up issue in knowledge base before sending email

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  • 04-01-2012 10:46am
    #1
    di11on
    Registered Users Posts: 1,262 ✭✭✭


    Hi,

    I'm wondering if anyone knows of an off-the shelf package that has both knowledge base and ticketing functions that will encourage a user to look for the answer in your knowledge base before emailing their query.

    Similar to the process on Amazon.com and other websites.

    I've searched around and can find open source knowledge base systems (like phpMyFAQ) and good ticketing systems (like OSTicket) but none that seem to handle both well.

    Anyone any ideas?


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    #2
    viking
    Registered Users Posts: 1,503 ✭✭✭viking


    I think Kayako handles that well, IIRC


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    #3
    di11on
    Registered Users Posts: 1,262 ✭✭✭di11on


    viking wrote: »
    I think Kayako handles that well, IIRC

    Thanks Viking, looks like that would do the job pretty well. Would be great to find something open source.

    I like your catalogue compare sites by the way... a real eye opener!


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