- By default, quick answers only searches our internal Agent articles. Our customer-facing articles can also be searched by clicking the "Clear Filters" option, but it would be easier for all internal and external articles to be searched by default without having to clear the filter each time.
- Accuracy of quick answers does vary. Sometimes an answer doesn't populate at all even though we have the exact content in one of our knowledge bases.
- For companies like us who require agents to apply a macro to every ticket (for tracking purposes), it would be nice if we could hold them accountable by making a macro selection required/mandatory before a ticket can be solved. This way they don't just send the quick answer response without the appropriate macro.
Feedback - Quick Answers
Hi Tiffany! Thanks for valuable feedback. You can configure default filters for your knowledge section. Read more Configuring Knowledge in the context panel.
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