Current setup:
A user can raise a ticket which will be handled by the supporter.
When the problem is solved then the ticket will be closed.
The customer can view all old tickets from himself (except he is the main contact) through the customer portal.

Problem:
Quite often you get tickets like "Word does not start". Then you perform your troubleshooting and guide the user to a problem which you already had 3 times before.
At some point in time you think about creating a knowledgebase article about it so the user can find it.
Knowledgebase article do have a quite high level of information as this is what customer expect and these are often generic.
Then you have to think of if the knowledgebase article is visible just for a single customer or for all of them.
Additional to that you have to make sure to hide e.g. personal data to not go into conflict with GDPR.

Improvement:
It would be nice to give the support the chance to document a ticket when closing it.
Mandatory fields to fill out are the following:
- Problem description
- Solution
It would be nice if additional fields can be added like:
- symptoms
- affected component
- keywords
- ...
These additional fields should be configurable to either be mandatory or optional when documenting a ticket.

When the supporter closes a ticket then he does have the following choice:
- no documentation
- documentation (only visible for supporter and not for customer)
- documentation (only visible for customer company)
- documentation (visible to all customer)

Within the knowledgebase there should be a note that the article is being created from a ticket.

Benefit:
- the documentation is visible with each closed ticket. If you have to read an old ticket then you just have to read the documentation and not all comments.
- the documentation (problem description + solution + additional fields) can be made visible and searchable for the same company or all customer. This can reduce the ticket load.
- just by working on normal tickets the knowledgebase will increase over time automatically so the IT admin and the customer do benefit from it
- best would be if the knowledgebase will be searched automatically when a customer tries to create a new ticket (e.g. when typing the subject)