How to Enable Article Suggestions in Chatbot and Tickets

Deflect support tickets by automatically suggesting relevant knowledge base articles when customers create tickets or use the chatbot. This is a Pro feature.

Overview

Article Suggestions uses intelligent matching to recommend relevant knowledge base articles to customers before they submit a ticket. If the answer already exists in your documentation, the customer can resolve their own issue — reducing ticket volume and improving customer satisfaction.

Suggestions appear in two places:

1. Ticket creation form — Articles suggested as the customer types their ticket subject/description.
2. AI Chatbot — The chatbot references knowledge base articles in its responses.

Configuration

Go to Support Genix > Settings > Docs Suggestions.

Settings

How to Enable

1. Toggle Enable Docs Suggestions to Active.
2. (Optional) Customize the heading text. Examples:
3. Set the number of articles to display.
4. Click Save.

How Suggestions Work

In Ticket Creation

When a customer creates a new ticket:

1. The customer starts typing the ticket subject and description.
2. Support Genix analyzes the text in real time.
3. Matching knowledge base articles appear below the form under the configured heading.
4. The customer can:

Matching Logic

Articles are matched based on:

• Text similarity — Keywords in the ticket subject and description are compared against article titles and content.
• Category relevance — Articles in categories related to the selected ticket category are prioritized.

In the AI Chatbot

When the chatbot is enabled and connected to your knowledge base:

1. The customer asks a question in the chatbot.
2. The AI searches your knowledge base for relevant articles.
3. Relevant articles are cited in the chatbot’s response as reference links.
4. The customer can click through to read the full article.

This happens automatically when the chatbot is trained on your knowledge base — no separate configuration needed beyond enabling the chatbot and having published articles.

Best Practices for Better Suggestions

Write Clear Article Titles

• Use the exact words customers would use.
• “How to Reset Your Password” is better than “Password Recovery Procedures”.

Use Relevant Keywords

• Include common synonyms in your article content.
• If customers say “invoice” but your article says “receipt”, include both terms.

Keep Articles Focused

• One topic per article gets better matches than multi-topic articles.
• “How to Change Your Email” is better than “Account Settings Guide” (which covers everything).

Organize with Categories

• Assign articles to categories that match your ticket categories.
• This improves suggestion relevance when the customer selects a ticket category.

Monitor and Improve

• Check your Knowledge Base Analytics to see which searches return no results.
• Write articles for those missing topics.
• Review whether suggested articles actually help reduce ticket volume.

Measuring Impact

Track the effectiveness of article suggestions by monitoring:

1. Ticket volume trends — Are fewer tickets being submitted after enabling suggestions?
2. Search success rate — In KB Analytics, is the search success rate improving?
3. Article views — Are suggested articles getting more views?
4. Customer feedback — Are article satisfaction scores increasing?

Important Notes

• Requires published articles. Suggestions only work if your knowledge base has published content. Draft or private articles are not included.
• Language matching. Suggestions work best when articles are written in the same language your customers use.
• Real-time. Suggestions update as the customer types — no page refresh needed.
• Non-intrusive. Suggestions appear alongside the form, not as a blocker. Customers can always submit their ticket regardless of suggestions.

Related Docs

• Knowledge Base Analytics
• How to Add Knowledge Base Articles
• How to Train the AI Chatbot