One of my projects in the "lab" involves getting more intelligence into the "Help Desk" or "Service Call" application.
The ubiquitous "Knowledge Base" feature of most other "Trouble Ticket" software never seems to be as "with it" as you need, does it?
Some systems were so bad that even when I could see the answer there, or if I *knew* we covered a particular issue before, it would just play "dumb".
I want to be able to "chat" with my "Help Desk" software and have *it* tell me what's going on.
