Adding this in so you can consider...part of getting KCS certified. It would be great if we could link tickets to KB articles and be able to see the links in a tab on the articles. This is so we can see groupings of cusotmers having the same process or product issue.
We want to follow the KCS model, high level ever engagement with a team member or customer is the opportunity to pass knowledge. If you have a product defect and the customer submits a ticket, you can start a new KB draft on the ticket, frame it out quickly, and now the internal team can search and view the draft KB as a working article until curated and formalized. Say the issue is a defect, you can then link all customer requests to the KB article for tracking, once the issue is fixed - hoping for some integration with dev tracking to link defect IDs to tickets - once fixed then it is easy to update the KB, communicate to all the linked ticket owners and customers, etc.
Anyway, I have not tested if the internal search will bring draft articles to the team with a draft status, that is going to be my next idea to post - Please review the KCS and help elevate the use case for the KB to ticket to defect to help center use case - glad to help and talk with anyone on the KCS if you want.
