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Intelligent solutions

The Intelligent solutions setting allows controlling how the system searches for previous solutions by mining and analyzing the stored data. The list of the most appropriate solutions is provided to the Agents in the Solutions action.

AI solutions settings

The following parameters are available:

  • Search tickets: Click the toogle switch to enable/disable the system to search for solution within previous tickets.
    • Minimum match (%): Move the slider between 1% and 100% to choose the percent of how previous solutions match a current ticket.
    • Number of solutions (1 - 20): The maximum number of solutions displayed in the Solution list.
  • Search knowledgebase: Click the toogle switch to enable/disable the system to search the knowledgebase articles.
    • Minimum match (%): Move the slider between 1% and 100% to choose the percent of how a knowledgebase article matches a current ticket.
    • Number of solutions (1 - 20): The maximum number of knowledgebase articles displayed in the Solution list.

Tip

Recommended "Minimum match (%)" value: 15
Recommended "Number of solutions" values: 5 - 7