osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
When somebody types in a problem, based on keywords they type, solutions appear that are available in the public knowledge base articles.
When somebody sends an email, they first get an reply email with solutions, based on keywords they send. With an link to activate the ticket as soon as none of the solutions that come from the same public knowledge base articles solves the problem.