Introduce a button that allows a client to choose whether an FAQ has actually helped them with their question/problem. Potentially link the ticket# to the FAQ if for example the FAQ link was given to the end-user after a ticket was created. This way we can track which and how many FAQs were resolved BEFORE ticket was created and how many and which FAQs helped with resolutions AFTER a ticket was created.
http://forums.webhelpdesk.com/forums/comments.php?DiscussionID=34&page=1#Item_0
Top Comments