Question

Freshservice - find knowledge article from incident page

  • 25 August 2022
  • 1 reply
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Is it possible for agents to see related knowledge articles for incidents. Example if a knowledge article has a phase TAG  or Keyword, and this existing in the incident does Freshservice make the association for the agent? This is when an incident is already created and for the agent, not the requester. 


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Hello @Daniella_Moses so right now you have probably seen that when an agent is creating a ticket, “Related Articles” are suggested based on the content of the Subject field.

For a ticket that is already created you would use “Freddy Suggestions” that uses machine learning to suggest knowledge base articles and similar tickets based on the content of the ticket.

Here is a link showcasing that feature https://support.freshservice.com/en/support/solutions/articles/50000003078-help-your-agents-resolve-tickets-faster-with-freddy-response-suggestions

Hope that helps!

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