When you need to resolve a tough ticket, it could help if you were able to search through your knowledge base and check to see if the issue's come up before. In a world where Google makes suggestions for what people might be searching for, needing your agents to manually find the right answers isn't optimal for either them or your customers.


Freshdesk automatically provides you with smart suggestions of possible solutions right next to a ticket - just click on the appropriate suggestion and have the corresponding knowledge base URL automatically added to your response. In fact, you can even insert the contents of the knowledge base article into your reply.

       

A quick guide to using suggested solution

  • Click on any ticket from the dashboard or the ticket list to see its details.


                
  • Click on the Suggested Solutions icon.

                     

  • A list of smart solutions suggested for this particular ticket will be displayed as a list. 
  • You can also search for solutions using keywords - click on any solution to open the corresponding article in the knowledge base. Select either Insert Content or Insert Link from the sub-menu to insert the relevant information into your reply.
  • Click Send once you're done, or Delete to remove the suggested solution.


Note: You can also find a new metric called Suggested under the Analytics section. This shows how many times an article has been suggested to customers when agents reply to their tickets.

When you need to resolve a tough ticket, it makes sense for you to search through your knowledge base and check to see if the issue has come up before. It doesn't make sense to do it manually. In a world where Google makes suggestions for what people could be searching for, manually finding the right answers isn't optimal for your agents to help customers. 


Freshdesk automatically provides you with 'smart suggestions' of possible solutions right next to the ticket. You can just click on the appropriate suggestion and have the corresponding knowledge base URL added in your response automatically. In fact, you can even insert the contents of the knowledge base article into your reply! 

       

A quick guide to using suggest solution

  • Click on any ticket from the dashboard or the ticket list to see its details.


                


  • The little open book is the Insert Solutions button. Click on it.

                     


  • A list of smart solutions suggested for this particular ticket is displayed as a list. You can also search for solutions using keywords. Click on any Solution to open the corresponding article in the knowledge base. Hover over the appropriate solution and select either Insert Content or Insert Link from the submenu. The entire content or link to the solution article is added to the ticket reply.
  • Click Send or Send and set as the required status once you are done. 
  • Click Cancel to revert.