My customer has the following request. They want the customer to have the ability to select a category, or other category tree fields, and knowledge base suggestions automatically come up within the incident ticket. I know we can have the user click on the Knowledge Base link with the ticket, but they want suggestions to come up within the active ticket to try and guide the user to resolve their own issue.
Any guidance would be appreciated.
Unfortunately this is not possible. I am not aware of a feature request (idea) for this either.