ggrot - 3:14 am on Sep 13, 2004 (gmt 0)
I use a really cool ticket managing system that is integrated into our FAQ. When someone submits a question, it displays a list of a couple answers from the knowledge base, based on keyword matching in their question. The program then asks the user if any of the answers solve their problem, if not - press submit again. Its a pretty neat piece of software, if anyone is interested - I can send you the company's url via PM. I get no kickbacks by the way.