When responding to tickets in Kayako we used to have checkboxes labeled "Add to knowledgebase" and "Add to predefined". If these boxes were checked when hitting the reply button, we would be taken to a screen where the reply we just sent off would be shown, and it could be modified and stored in the knowledgebase or in the sets of predefined responses. This made it easy to build a catalogue of knowledgebase articles and predefined responses, which lead to greatly reducing the time spent on responding to common - and less common - questions.
Sirportly lacks this feature - there is no link between the maintenance of knowledgebase articles and ticket management, or between predefined response and ticket management. We would really like to see an improvement in this area.
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