While a client is logging a ticket, right now FAQs are presented based solely on the Request Type selected, and in my opinion the FAQ piece of the interface can be improved overall. But what I'm suggesting here is that the FAQ suggestion would be much better if it worked like many other help desk systems (including Solarwinds' support case system) wherein the suggested FAQs are based on a text search of what the user is typing in the Request Detail. If an FAQ pops up while the user is typing his/her question in the Request Detail, that issue is much more likely to be solved for the user right then and there, it wouldn't even become a ticket requiring technician involvement at all, and the user gets an instant solution.
