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Automatic reply to Knowledge Base/FAQ based on keywords

  • 4 April 2020
  • 1 reply
  • 218 views
D
Rank

Straight to the point.


Example > Customer sends an email with description:


"Hi, I'm not able to login into my account"


An automatic reply will send them an email with a link to our KB/FAQ based on keywords used in that email (in bold)


"Hi, it looks like you are having problem to login into your account.


Please check the following article in our KB/FAQ to save time and avoid waiting too much time 


KB > how to reset your password

KB > how to setup a new password

KB > why I can't access to my account"


Is there an app in the Marketplace or anything in Freshdesk that can do something like this?


Thanks for your help. 


1 reply

A
Rank
Userlevel 2

Hey Diego,

This could be achieved by the use of automation in Freshdesk.  You can create a 'Ticket  Creation' automation rule under Admin>Automations. Please look at the image for reference on how you could set up an automation for this.
 

Ticket Creation(Automation) Rule to send out troubleshooting articles for login issues automatically.


This way you can send repones to your customers and also update the status for those tickets automatically without requiring your agent's intervention.
 

You will also be able to add any more actions such as assigning it to a group, assigning to an agent,  adding tags etc. on these tickets by clicking the "+ Add new action" you see in the bottom.

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