Is it possible for agents to see related knowledge articles for incidents. Example if a knowledge article has a phase TAGĀ 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.Ā
I am looking for the same feature. And I donāt really understand why this is locked behind āFreddyā, since this is a very basic feature.
You can add keywords to the knowledge articles and when adding a note or answer to the ticket you can click on āSolution Articleā and the suggestionĀ based on keywords already works. Why make us do the extra steps (Open Ticket āĀ click on āAdd Noteā āĀ click on āSolution Articleā āĀ click on suggested article) instead of using this already implemented keyword based suggestion and add it directly on the ticket page (Open Ticket āĀ see and click on suggested article)
Ā
It already works if you are willing to work around theĀ unnecessary limitation. There is also no need for machine learning to get keyword based suggestions.
Userlevel 7
+14
Hello
For a ticket that is already created you would use āFreddy Suggestionsā 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 featureĀ 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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