I love that Tender suggests articles to a user, and if the article answers the question the user closes the discussion.
But if another user has the same question, and open that
discussion, they won't see the suggested articles. They'll only see
the question, and that the discussion was closed.
It feels odd that only admin users can see which articles were
suggested. And for another users it seems that we didn't answer or
did anything about their question.
My suggestion is that if one or more articles answered the problem, the articles get displayed on the page for everyone seeking the same answer. If the article didn't answer the problem, then It's ok to show it only to admin users so we can understand and tweak the articles.
#1 Posted by Courtenay Support staff on 22 Feb, 2011 07:57 AM
Yes, this is a good idea. We are definitely planning to enhance this, so that you can also actually manually attach a KB article to a discussion, as well as use KB articles as a basis of a sort of canned reply.
#2 Posted by Fabio GIolito on 23 Feb, 2011 04:30 AM
Good to know, thanks.
I think this will be a good solution for the canned responses. But some of them won't be able to be transformed in articles. Hope you figure how to do this and keep it simple.
I'm working on a greasemonkey script to add canned responses to my Tender in the meantime :) http://cl.ly/3P0E2r040Q2j3h211j3v
#3 Posted by Courtenay Support staff on 23 Feb, 2011 04:38 AM
That's awesome.
Amanda closed this discussion on 09 Mar, 2011 08:57 PM.