I love the functionality that suggests ‘related’ articles, but unfortunately my organisation will not pivot to using the documentation tool within Freshdesk as it is too limited.
Is there any way I can use this functionality with the google search results or another method, our documentation is all hosted on the Gainsight community. This would make great strides in trying to route customers away from Support while still providing a good UX.
Many thanks in advance!
Hi
Greetings from Freshworks community. Thank you for your feedback! Currently, the 'related' articles functionality only works with articles within the Freshdesk instance. However, I will pass your suggestion along to our product team for future consideration.
If you're on the Pro plan, you have the option to customize your portal to display articles from Gainsight or other platforms. This could be a good way to display your existing documentation while improving the user experience.
We also request you to post your thoughts in our Ideas page https://community.freshworks.com/ideas where similar customer can also upvote your request and would be visible to our product managers who would implement this in the future based on the feasibility.
Thanks Yusuf,
I’m on this plan and can customise the user portal. Do you have any guidance on how I may do that please?
Thanks in advance,
Hi
Thank you for your response. Customizing the user portal often involves tailor-made solutions based on specific requirements. To display articles from your website, you’ll likely need custom code to integrate this functionality. Please refer https://support.freshdesk.com/en/support/solutions/articles/50000003753-customizing-your-customer-portal on what you can do with the feature.
I recommend reaching out to your in-house developer, who can help write the necessary code to achieve this integration. I hope this helps!
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