Is there a way to be able to link solutions to tickets (incidents or service requests)?
I know you can send the user the solution from within the ticket, but it doesn’t tie the ticket to the actual solution. If this was possible then it can demonstrate or validate the solution, report on how many times the solution had been used in ticket resolution etc.
I see you can link solutions to problems, but is that the only way?
Hi
You would be able to track on how many times a solution article was used under solutions section itself.
You could also check feasibility on using tags. You would be able to go back and look at how many tickets and solutions are related to a particular tag under Admin → Tags
I think knowledge could generally use several enhancements. For me, I think KCS or Knowledge Centered Service is the way to go and Freshservice is missing some key functionality.
Agreed, it seems like Solutions was an afterthought in the system. It is too simplistic and not enough features are available and only seems to be catered to incidents rather than to questions, access, how to, technical information, etc. There are also only 2 statuses which makes it a problem when marking an article. There needs to be more status states e.g. Approved, Pending Review, Obsolete, Work in Progress, etc. Amongst other features that should be available.
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