Hi all,
We receive a significant amount of our tickets as emails, which are turned into CALL records, then a Service Desk agent determines the most appropriate request or incident.
One issue we're experiencing is that agents aren't aware of all of the specific requests that exist or aren't able to find them, which results in requests getting turned into catch-all requests like "Other Request".
We are exploring the idea of having "suggested requests" based on information in the CALL form as a way to help the agents identify the correct request. I've done some research and came across contextual search and AI search. Adding contextual search to the CALL form is easy, but the results it provides are far from help. AI search appears to be another option but only if we're using workspaces, which we're not.
Has anyone done this before or have any other suggestions?
