The knowledge base article suggestions that appear when users start typing their opening message to a ticket is generated by Kayako's Instant Response System (IRS). With IRS, Kayako is able to search the knowledge base for relevant articles in real-time while the user is drafting a query for submission.
To enable or disable the IRS:
- Log in to the Admin Control Panel.
- Go to Settings > Tickets > Enable the Instant Response System (IRS).