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The ATS InstantReply plugins

Akeeba Ticket System has a handy feature called InstantReply. When a user is trying to file a new ticket, Akeeba Ticket System will use the content of the ticket subject line, as it's being typed, to search sources of relevant information and display the ten most relevant links to the user.

Based on our experience this has a doubly beneficial effect. Between a third and half of all tickets are duplicates, i.e. it's a question that has been asked and answered in the near past. Presenting the user with a similar, solved case (as long as it'a a public, closed ticket) makes it extremely likely that they will apply the same solution to their own issue. Their question is addressed practically instantly which means that the user didn't lose time waiting for a ticket reply and a ticket has not been filed which saves time and resources for the support staff. Everyone is happier.

Moreover, the relevant InstantReply links tend to improve the quality of the tickets being filed. The user has already been presented and hopefully read FAQ pages, replies to similar issues etc. As a result they have a better understanding of how their issue compares to similar cases and what information was ultimately required for the support staff to provide assistance. Therefore they are more likely to provide more relevant information upfront, making it easier and faster for the support staff to help them.

The sources of information being searched are controlled by the plugins of the atsinstantreply type. This section documents these plugins and their options.

Akeeba DocImport Articles

Displayed in the Joomla! Plugin Manager as ATS InstantReply - Akeeba DocImport articles

This plugin provides InstantReply answers by looking into related articles in the specified categories of the Akeeba DocImport3 documentation component. Akeeba DocImport3 uses DocBook XML files to automatically generate software documentation page. It is what we use on our own site for our Documentation section.

Plugin Configuration

The plugin has no configuration parameters.

Category InstantReply options

The plugin provides the following options in the InstantReply tab when editing an ATS Category:

InstantReply DocImport categories

Select the DocImport categories which will be searched by InstantReply. If you do not wish this ticket category to provide links to DocImport articles leave this setting blank.