This new capability automatically captures the last-read FAQ context, such as issue type and subtype, via Custom issue fields (CIFs) and metadata when users submit an issue. This allows support agents to quickly understand the user’s recent interactions with FAQs to suggest further actions that can be taken and provides a more personalized experience to your users.

Admins can configure CIFs for relevant FAQs, which can then be used for new issue automation. If CIFs are not configured, the last-read FAQ link will still be visible in the issue’s metadata, allowing agents to understand the context and engage in more meaningful conversations with end users.

To know more, visit our help article.