Kace 12 KB suggest email
The new auto suggest when placing a ticket in the portal is pretty nice. Has anyone looked into how one might send a list of KBs in email when a user places a ticket? I would think it might be possible with some sql magic? The reality is our users just flat our refuse to use the portal. I think from their perspective there is no benefit and it is easier/faster. Not to mention, the kace portal looks like it was written in 2014. It just doesnt live up to todays user experience expectation. But if we could just say reply back with:
Thanks for opening a ticket. A technician will be review your request and will respond back shortly. Meanwhile, have a look at these relative KBs which may solve your problem:
And then a list of links to KBs with a description of each one.
I really wish kace would update service desk. I dont see any update in vs 12 that warranted a full version increment. Its all back end stuff that really should have been there years ago. But hey, they finally added Azure blob storage for backups, and it actually works.
If you have not submitted product enhancements requests in the past, you can do it here.
So if we look at the way that KACE support used to use their own service desk, that may help you think this through. If you have your queue set so that any updates you add to your ticket sends an email to the customer, then in theory when you select a knowledge base article, or add it in to the ticket as a comment then the customer gets an email with the update, also known as the link to the selected KB article.
As for KACE updating the servicedesk, join the chorus!!
There is so much that could be done, my fear is that Product dev live in a bubble and their really "cool" ideas would probably not work for a real user.
Take the SLA's they configured back in version 7 or 8 as an example, every other Servicedesk product wants to put tickets on hold and stop the SLA clock...........