Disabling knowledge base article suggestions on the submit ticket page

The knowledge base article suggestions that appear when users start typing their opening message to a ticket is generated by GFI HelpDesk's Instant Response System (IRS). With IRS, GFI HelpDesk is able to search the knowledge base for relevant articles in real-time while the user is drafting a query for submission.

To enable or disable the IRS:

  1. Log in to the Admin Control Panel.
  2. Go to Settings > Tickets > Enable the Instant Response System (IRS).