It would be tremendously useful to be able to see how many tickets were resolved using existing solution articles. Perhaps Freshservice could track the number of times each article was linked or pasted into a ticket?
Or perhaps we could manage with a log of which requesters have visited which articles? This kind of hit counter could allow us to better understand which of our articles are being viewed, and whether that has any correlation with the tickets we are (or are not!) receiving. The thumbs up/down feature for voting on articles is not enough.
We're interested in these features because we want to be able to measure the impact of our knowledge-centered support practices. We want to make sure articles are being created (which is a feature request in and of itself - count # of solution articles created per month, per agent, etc.)
Thank you very much! Let me know if you have any questions.
Another possibility to add to this idea is the notion of have a knowledgebase use "footprint" attached to the tickets. Basically if a requestor clicks on an article and still submits a ticket it will show in the ticket what article they were looking at previously. Some other ITIL companies do this and its a decent add-on feature.
I was hoping to recognize my team by finding who's canned responses and Solution Articles have been used most often by other teammates. Opening up reporting for these items would greatly encourage the use of both which helps to save time and recognize those that do a good job of explaining things so information doesn't have to be typed over and over again.