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My team have mentioned they find it weird that the articles, whilst they list analytics, don’t actually mention where articles were used in which tickets. They’re come from multiple other systems in the past where when an article is used there was clear cross linking between the objects.

 

I can see that if you use “insert link” into the note/reply… Well thats a link sure.

But there is no concise list or proper link between the objects say like an associations or relationship.

Also on the KB side only the analytics update and dont show the tickets linked.

Additionally if you paste the content of the KB into the response then no such link is visible.

 

I was brain storming perhaps using a workspace with Problems as a middle man to arrange these links. Such that I’d have a problem per KB used and that KB and all tickets where it was used would be linked to this Problem object.

But I am not seeing potential triggers or conditions that would help detect the use of KB’s/Solutions though?

 

Am I missing something? I know for inserting a link I could probably use Last Interaction contains and then use Expressions and API’s to know which KB was linked… But what if it had the contents of the KB inserted directly to the response? How would i possible detect that?

Hi.

Well, the linking part is actually in Problems, as you may have noticed in your research.

However, that data you’re looking for is indeed available.

In Analytics, you may find there are a few “article” metrics available to use:

 

And in the Article list, you can actually find how may times an article have been inserted in a ticket, among other statistics:

 

Are you looking for something else? Maybe a permissions issue with your user?

 

Best,

Hi again. Double checking your post, your inquiry was related to using a workflow based on this?

Just curious: What would a Use Case be? I’m not sure if that specific is available or even feasible; you may try reaching support for that matter, or even submitting an Idea: Freshworks Ideas | Freshworks Community

 

Best, 

Thanks for the response.

I am familiar with problems and the way it appears to work with Solutions. It is not actually linked to the solution but instead the solution contents appear to be copy and pasted into the problem.

There is no concise link reference back to the solution article, nor is there a link from the solution back to the problem where it was used.

 

I am aware of the analytics as I touched on in my OP. This tells me how many times it was referenced… Not where those references were. There appears to be no linking back from any solution object to any ticket or problem where it is inserted.

 

My business case isnt workflows per se but having proper interlinking between the KB’s and where they are used. Currently if I want to see how, where, why a KB is being used I have no way to do so as there are no back links from the KB to where its being used.

In an Incident there is no concise listing of all KB’s used in the ticket. The only mechanism is to trawl through the comments and hope to visually identify a URL or Inserted content.

I find FS to be exceedingly limiting with how different objects can be cross linked together and had hoped there was an elegant workaround to somehow hack a workaround together. Such that any time a KB was used then I could perform an action such as dumping information about the ticket and KB somewhere. I had spitballed the idea of a Problem record created as a placeholder for this as it could be a proxy/middle man between tickets where the solution was used and the solution itself… 

I think I am resigning myself to the fact that this isnt really possible in an elegant manner in FS.
But if there was an event, trigger, placeholder or something that was inside a ticket I might be able to use this somehow.

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