Best process to convert resolved tickets to solutions?
S
Salvador E
started a topic
almost 2 years ago
I would like some input on the best process to create a solution article from tickets that were reported and resolved. As of right now there is no 1-click functionality from the ticket itself that I'm aware of. What have you done with your help desk to ensure you are taking the most efficient path to create solution articles?
Best Answer
T
Thushan B
said
almost 2 years ago
Hi Sal,
I would suggest using Kbase feature which converts the Emails sent to kbase@domain.freshservice.com to a solution and saves in Draft, which can then be published later upon review. For your case, once the Agent shoots the solution to the user, he can then forward the solution to the Kbase Email and that should provide your more material for your Knowledge base.
1 person has this question
Thushan B
said
almost 2 years ago
Answer
Hi Sal,
I would suggest using Kbase feature which converts the Emails sent to kbase@domain.freshservice.com to a solution and saves in Draft, which can then be published later upon review. For your case, once the Agent shoots the solution to the user, he can then forward the solution to the Kbase Email and that should provide your more material for your Knowledge base.
Salvador E
I would like some input on the best process to create a solution article from tickets that were reported and resolved. As of right now there is no 1-click functionality from the ticket itself that I'm aware of. What have you done with your help desk to ensure you are taking the most efficient path to create solution articles?
Hi Sal,
I would suggest using Kbase feature which converts the Emails sent to kbase@domain.freshservice.com to a solution and saves in Draft, which can then be published later upon review. For your case, once the Agent shoots the solution to the user, he can then forward the solution to the Kbase Email and that should provide your more material for your Knowledge base.
1 person has this question
Thushan B
Hi Sal,
I would suggest using Kbase feature which converts the Emails sent to kbase@domain.freshservice.com to a solution and saves in Draft, which can then be published later upon review. For your case, once the Agent shoots the solution to the user, he can then forward the solution to the Kbase Email and that should provide your more material for your Knowledge base.