# Search tickets for knowledge base **URL:** \ **Category:** Ideas & Features\ **Created:** [January 25, 2025, 5:51pm UTC](https://community.fibery.io/t/search-tickets-for-knowledge-base/8181 "2025-01-25T17:51:29Z")\ **Posts on this page:** 8\ **Page:** 1
**Author:** ![mgiammarco](https://sea2.discourse-cdn.com/flex020/user_avatar/community.fibery.io/mgiammarco/32/4033_2.png) [@mgiammarco](https://community.fibery.io/u/mgiammarco)\ **Post date:** [January 25, 2025, 5:51pm UTC](https://community.fibery.io/t/search-tickets-for-knowledge-base/8181/1 "2025-01-25T17:51:29Z")
Hi, apologies if some one already asked about this use case. I would like to use fibery to manage an IT service desk: - keep kanban with tickets open and closed - keep team knowledge base These two points seems doable with fibery. But now the real added value is to tell a new problem in natural language (“how do I put antivirus in pause”) and get a reply from fibery pointing the right ticket or the right knowledge base. This because creating and index of team knowledge is not enough. Can I do this with fibery or do I need to search a knowledge management/help desk application? Thanks, Mario ---
**Author:** ![helloitse](https://sea2.discourse-cdn.com/flex020/user_avatar/community.fibery.io/helloitse/32/498_2.png) [@helloitse](https://community.fibery.io/u/helloitse)\ **Post date:** [January 25, 2025, 7:59pm UTC](https://community.fibery.io/t/search-tickets-for-knowledge-base/8181/2 "2025-01-25T19:59:39Z")
You’ll want to add both your tickets and your knowledge base articles to Fibery AI’s index. Then, try asking the question. In my experience Fibery’s chat bot is hit and miss ---
**Author:** ![mgiammarco](https://sea2.discourse-cdn.com/flex020/user_avatar/community.fibery.io/mgiammarco/32/4033_2.png) [@mgiammarco](https://community.fibery.io/u/mgiammarco)\ **Post date:** [January 25, 2025, 8:02pm UTC](https://community.fibery.io/t/search-tickets-for-knowledge-base/8181/3 "2025-01-25T20:02:18Z")
Thank you for reply, do you mean is it already implemented but still not working good? ---
**Author:** ![helloitse](https://sea2.discourse-cdn.com/flex020/user_avatar/community.fibery.io/helloitse/32/498_2.png) [@helloitse](https://community.fibery.io/u/helloitse)\ **Post date:** [January 26, 2025, 1:44am UTC](https://community.fibery.io/t/search-tickets-for-knowledge-base/8181/4 "2025-01-26T01:44:17Z")
Yes. The Fibery AI bot can sometimes say that it does not know the answer when the documentation does exist. Other times, it may give an approximate answer. Example from my recent test: My company’s communication guidelines say I (Enoma) hate emails. It gives two conditions when one should email me then it shares the preferred communication standards for the team. When asking Fibery AI “What is the best way to contact Enoma?” It returns “Email” 🤦🏾‍♀️ Only after several follow up questions does it admit Email is not the preferred contact method for the team. ---
**Author:** ![mdubakov](https://sea2.discourse-cdn.com/flex020/user_avatar/community.fibery.io/mdubakov/32/10_2.png) [@mdubakov](https://community.fibery.io/u/mdubakov)\ **Post date:** [January 26, 2025, 7:40am UTC](https://community.fibery.io/t/search-tickets-for-knowledge-base/8181/5 "2025-01-26T07:40:01Z")
> [@helloitse](#): > > The Fibery AI bot can sometimes say that it does not know the answer when the documentation does exist. How do you ask questions? Via specific Chatbot linked to a specific databases or generic AI Assistant? ---
**Author:** ![mdubakov](https://sea2.discourse-cdn.com/flex020/user_avatar/community.fibery.io/mdubakov/32/10_2.png) [@mdubakov](https://community.fibery.io/u/mdubakov)\ **Post date:** [January 26, 2025, 7:41am UTC](https://community.fibery.io/t/search-tickets-for-knowledge-base/8181/6 "2025-01-26T07:41:04Z")
> [@mgiammarco](#): > > But now the real added value is to tell a new problem in natural language (“how do I put antivirus in pause”) and get a reply from fibery pointing the right ticket or the right knowledge base. > This because creating and index of team knowledge is not enough. You can create chatbot, for factual questions it should work fine [https://the.fibery.io/@public/User\_Guide/Guide/Chatbots-253](https://the.fibery.io/@public/User_Guide/Guide/Chatbots-253) ---
**Author:** ![mgiammarco](https://sea2.discourse-cdn.com/flex020/user_avatar/community.fibery.io/mgiammarco/32/4033_2.png) [@mgiammarco](https://community.fibery.io/u/mgiammarco)\ **Post date:** [January 26, 2025, 3:36pm UTC](https://community.fibery.io/t/search-tickets-for-knowledge-base/8181/7 "2025-01-26T15:36:43Z")
Thank you all I will expand my needs in second brain forum. ---
**Author:** ![helloitse](https://sea2.discourse-cdn.com/flex020/user_avatar/community.fibery.io/helloitse/32/498_2.png) [@helloitse](https://community.fibery.io/u/helloitse)\ **Post date:** [January 28, 2025, 12:55pm UTC](https://community.fibery.io/t/search-tickets-for-knowledge-base/8181/8 "2025-01-28T12:55:05Z")
This is with a specific chatbot.