Offer video while submitting a support ticket

[Jack Howard]

Hi all,

Is it possible to serve up a video on the request page where a customer is raising a support issue?

We have some resolutions for customers to fix their own issue if they watch a video of how to do it but we can't get enough views on it!

[Dave Mathijs]

Hi @Jack Howard , you can suggest a knowledge base article based on the request type or certain labels/keywords.

This knowledge base article is a Confluence page where you can embed a video.

You cannot force customers to watch a video, but you can conduct interviews to see HOW customers are using the JSM portal and the search function.

Sometimes, they search for completely different keywords than what you expect.

Example: You may insert 'Outlook' as a keyword but customers search for 'Email' or 'Inbox'.

[Jack Howard]

Hi Dave, thanks for this - can you expand on how I can suggest a knowledge base article on a request type?

Thanks

[Dave Mathijs]

Sure, here is the documentation article that explains: Set up article suggestions in in portal request forms