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Hey everyone,
I help manage customer inquiries for a seasonal business that sees a major spike during summer — especially on long weekends. We handle bookings and rentals, and during peak season, our support tickets surge with questions about availability, policies, and region-specific services.

Currently, we're using basic ticket workflows, but I’m looking to improve routing based on:

  • Type of service requested

  • Booking region

  • Priority level

Is there a way in Freshdesk to automatically guide users to relevant pages based on keywords or form inputs? For example, if someone asks about lake ontario boat rental, we’d want to send them specific info related to that area.

Anyone here doing something similar with automation rules or canned responses? Would appreciate any ideas or suggestions!

We’ve been using Freshdesk for our seasonal rental business, and it’s been a huge help during peak weekends.
We handle a lot of Lake Ontario boat rental inquiries, and setting up simple automation rules for keywords and regions has really improved our ticket routing.

Whenever a customer mentions a specific region or service, tickets automatically go to the right team, and canned responses with helpful links reduce a lot of back-and-forth. Definitely worth trying if you’re managing seasonal spikes!

You can also use the Solutions Section of Freshdesk, create articles in the system then as the customers are typing in things it will automatically pull those articles and present it to them.  The system is pretty smart so if you include date ranges - pricing ranges etc. It normally does pretty well at giving that information.  With the solution crawler it will also automatically tag the articles, so you don’t need to make hundreds of tags like you use to for webcrawlers.

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