Auto-suggest knowledgebase articles while creation of ticket : Freshservice

Sathyanarain Muralidharan

started a topic over 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 about 6 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.

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Peter Doorduin

said over 6 years ago

For me this doesn't work. The option (admin -> Customer Portal -> Auto Suggest) is on.

D

Dan Hollands

said about 6 years ago

Me neither - I have the Auto-Suggest feature switched on in the admin settings.

Radheshyam Kuperan

said about 6 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.