实现票务系统的答案建议
我们即将开始为当前在 Rails 中实现的票务系统编写一个功能。
我希望能够根据现有答案/知识库为当前打开的票证提供近似匹配。此功能将根据当前提交的工单的内容（主题和正文）显示。然后将显示这些匹配项，用户可以选择遵循其中一项建议并忽略它们并继续提交票证。
我希望通过此实现两个目标：
- 最终，减少提交的票证数量，从而降低支持人员的负担；
- 在客户端，对于简单和常见的问题，缩短答案周转时间。
我不想做的一件事是不允许用户像某些票务系统那样提交票证，只需提供选项并让他/她决定。
我寻求以下方面的建议：
解决方案的一般实现设计，例如您将使用哪种表来备份答案数据库，使用以前的票证或单独的知识库的真实响应，或者混合使用两个和；
实现细节，例如有用的 Ruby 和/或 Rails 库，您认为它们将帮助我编写应用程序的这一部分。
请记住，票务系统已经存在并且今天可以运行，我们无法重写它，只需添加这个新功能即可。
编辑： 有人离线建议我（在 Twitter 上），因为他们讨厌在开票时提出建议，所以我也在考虑提供“不再建议我”功能。
We're about to start writing a feature for a ticketing system currently implemented in Rails.
I want to be able to provide approximated matches for the current ticket being opened, based on existing answers/knowledge base. This feature would display, based on the contents of the current ticket being submitted (subject and body). Those matches would then be displayed and the user could opt to pursue one of the suggestions and ignore them and continue submitting the ticket.
I am looking to achieve two goals with this:
- in our end, lowering submitted ticket volume and therefore lowering support staff load, and;
- in the customer's end, making the answer turnaround time lower for simple and common asked questions.
One thing I don't want to do is disallowing the user to submit the ticket like some ticketing systems do, just present options and let him/her decide.
I look for advice in terms of:
General implementation design of the solution, like what kind of tables you would use to back up the answers database, using real responses from previous tickets or a separate knowledge base, or a mix of the two and;
Implementation details like helpful Ruby and/or Rails libraries that you think would help me writing this portion of the app.
Just keep in mind that the ticketing system already exists and works today, and we can't rewrite it, just add this new feature to it.
EDIT: Someone suggested me offline (in Twitter) that they hate suggestions when opening ticket, so I am thinking of offering a "don't suggest me anymore" feature as well.
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我会考虑使用 Apache Solr + Sunspot gem，因为这个问题听起来很像广义全文搜索。
您是否已经拥有对现有票证+知识库文章的搜索功能？如果是这样，基本的“相关票证”实现可以使用票证的正文/标题从搜索中检索结果。如何调整 Solr 以提供最相关的结果完全取决于您的数据。
I would look into using Apache Solr + the Sunspot gem, since this problem sounds a lot like generalized full-text search.
Do you have search functionality over existing tickets + knowledge base articles already? If so, a basic "Related Tickets" implementation could be retrieving the results from a search using the body/title of the ticket. How to tweak Solr to give the most relevant results totally depends on your data.