Just started using the tool and really like the features of Freshservice.
I would like to try and get feedback from what employee's will be asking Freddy so that we can identify gaps.
Would it be possible to add a Freddy Question analytics on what people are asking.
While I suspect some people will just raise a ticket I think that if something is missing in the knowledge base I don't really have any feedback options unless I create another process externally from the service.
The other possible feature is there are currently rephrase my query or Raise an incident could we add another section for what were you looking for or add knowledge tab to the response as well?
This is something we are working on. We want to pass on the queries, that did not get any result, to the IT team so that they can either map that to an existing knowledge base article or write a new one for that topic.
Is there a timeframe for this function to be rolled out?