Despite our best efforts, we are getting soooo many support tickets via our Freshdesk asking questions that are already answered in our extensive knowledge base.
Basically, we can’t handle it, and further to that we have no desire to handle it, either.
Using Freshdesk how does one force the customer to search the knowledge base FIRST, and only open up the option for them to raise a support ticket IF their query isn’t answered?
Also, how does one edit the pre-filled text in the knowledge base search function?
Currently ours reads “enter your search term here”.
Best answer by hemanth.ramya
We understand you would like your customers to visit your knowledge base before creating tickets in your helpdesk. We do have the option to auto suggest solutions when creating tickets from portal. Please navigate to Admin > Portal > Settings to check this option.
Alternately, you can make use of the Help widget functionality in Freshdesk with which you can make sure customers read your solution articles before creating tickets in your helpdesk. Refer to this article to get detailed insights on the same.
Also, you can customize the Search button text from under Admin > Portals > Customize portal based on your requirements. This article should be of help on customization.
Any help with the above requirements, feel free to drop an email to firstname.lastname@example.org and we would be happy to help!
Freshdesk Community Team