ZaiQMatchPRO

Find relevant FAQ articles directly in the ticket.

Shows relevant FAQ suggestions in the ticket sidebar, bringing existing knowledge into the reply workflow.

Discover existing answers while handling a case.

A maintained knowledge base only helps when people find its contents. ZaiQMatch shows relevant FAQ suggestions in the Ticket Zoom sidebar, alongside the case the agent is handling.

ZaiQMatch can take existing FAQ ratings into account when selecting suggestions. Depending on the settings, the search can also recognise similar spellings, helping it find relevant articles despite typing errors. Search methods and weighting can be configured to suit your requirements.

Agents open an article, compare it with the request and use relevant knowledge in their investigation. Groups and queues determine where the widget is available. The module finds existing FAQs; new articles are created through ZaiQGen or regular FAQ maintenance.

ZaiQMatch · IN USE

FAQ suggestions alongside the ticket.

The widget brings possible knowledge matches into view. Agents open a suggestion and check its relevance to the current request.

VALUE FOR YOUR TEAM

Get more value from your existing FAQ.

Make knowledge visible

Articles are suggested in context, reducing reliance on a separate search.

Reuse known solutions

Compare documented findings with the actual case.

Connect creation and reuse

ZaiQGen prepares new knowledge; ZaiQMatch helps agents find existing articles.

HOW YOUR TEAM USES IT

Review a suggestion and use relevant knowledge.

1
Open a case in Ticket Zoom.
2
The widget displays matching FAQ suggestions.
3
Review a match and use it to work on the case.

A match is a suggestion. The agent checks the article’s scope and content before applying it to the current case.

Before production use, test the add-on and chosen settings in your Znuny test environment and obtain internal approval. Setup and testing assistance is available on request.

ZaiQMatch

Let’s look at your use case.

Tell us your Znuny version and the task you want to improve. We will demonstrate the relevant module and discuss your rollout.

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