Auto-suggest knowledgebase articles while creation of ticket
Sathyanarain Muralidharan
started a topic
about 7 years ago
We all know how frustrating it can be when users raise tickets for obvious issues that can be solved by restarting their computer?
Well, not anymore!
Freshservice automatically suggests articles from the knowledgebase even when the user is typing out his ticket details.
Best Answer
R
Radheshyam Kuperan
said
over 5 years ago
After you enable the auto-suggest feature, you can see the suggested articles on the New Ticket form present in the Requester login. For agents, you will see the suggested articles when you use the "Insert Solution" option while replying or adding a note to a ticket.
P
Peter Doorduin
said
over 5 years ago
For me this doesn't work. The option (admin -> Customer Portal -> Auto Suggest) is on.
D
Dan Hollands
said
over 5 years ago
Me neither - I have the Auto-Suggest feature switched on in the admin settings.
Radheshyam Kuperan
said
over 5 years ago
Answer
After you enable the auto-suggest feature, you can see the suggested articles on the New Ticket form present in the Requester login. For agents, you will see the suggested articles when you use the "Insert Solution" option while replying or adding a note to a ticket.
Sathyanarain Muralidharan
We all know how frustrating it can be when users raise tickets for obvious issues that can be solved by restarting their computer?
Well, not anymore!
Freshservice automatically suggests articles from the knowledgebase even when the user is typing out his ticket details.
After you enable the auto-suggest feature, you can see the suggested articles on the New Ticket form present in the Requester login. For agents, you will see the suggested articles when you use the "Insert Solution" option while replying or adding a note to a ticket.
Peter Doorduin
For me this doesn't work. The option (admin -> Customer Portal -> Auto Suggest) is on.
Dan Hollands
Me neither - I have the Auto-Suggest feature switched on in the admin settings.
Radheshyam Kuperan
After you enable the auto-suggest feature, you can see the suggested articles on the New Ticket form present in the Requester login. For agents, you will see the suggested articles when you use the "Insert Solution" option while replying or adding a note to a ticket.