Agree. Very important (+ some Specifications suggestions)
hey..
this thread is only the edge of the Iceburg,
any Support Helpdesk should be integrating with a Knowledge base...
1. when an issue is solved (Closed) there is an option to add it as a FAQ/KB Article
2. as stated, possiblly to include in the "Ticket Accepted" message,
list of links to related KB Articles.
3. in the Staff pannel, should be a powerful search in the KB
4. Suggestion, might want to look at phpMyFAQ, for integration.
Best day.
Tomer W