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Ability to add resolved ticket to knowledgebase

Related products:Freshdesk
  • October 15, 2012
  • 14 replies
  • 44 views
E
Contributor
Would like the ability to transfer a ticket directly to "Solutions" when resolving it.  This would save time from having to reenter all the info again.

14 replies

E
Contributor
  • escallin
  • Author
  • Contributor
  • October 15, 2012
OK, so I just found the answer to this in the "Report Problems" Forum here:
https://support.freshdesk.com/categories/2/forums/8/topics/154

I think this topic should stay in this forum and the moderator should mark it as "Implemented".

FYI though...I don't think the implementation of this is ideal.  Why couldn't there just be a checkbox or button to add to Solutions?
V
Contributor
  • vijay.shankar
  • Contributor
  • October 17, 2012
Hi Eric

We've implemented this as Email to Kbase option. Just forward the Solution to Kbase@yourcompany.freshdesk.com and it will be created as Draft in your Solution section

regards
Vijay
E
Contributor
  • escallin
  • Author
  • Contributor
  • October 17, 2012
Yes, I know. That's why I gave a link to it in my previous comment. What I don't understand is why can't you just include a button or checkbox to do this? Why should agents have to remember to add a CC, then forward to kbase@xxx.com? It's extra work for the agents that shouldn't be necessary.

To me, what you created was a workaround, not a solution.
A
Apprentice
  • alison
  • Apprentice
  • May 28, 2013

Also, unless I'm missing something, you can only forward one message at a time. With a checkbox that converts something from a ticket to a solution, you could conbine all of the updates and responses. I'd have to do that all manually right now.

D
Community Debut
  • dylanh724
  • Community Debut
  • July 12, 2013

^ THIS!

This is exactly what I have been looking for. This is so troublesome ... please have a checkbox

M
Contributor
  • matthew_11976
  • Contributor
  • September 1, 2014

Please create a button to convert a ticket into a draft solution.

S
Community Debut
  • srobinson
  • Community Debut
  • September 1, 2014
This is so needed
B
Contributor

Bump

B
Contributor

Is there any update on a simple button to convert a resolved or closed ticket to a draft solution?? So needed and must be so simple to implement. Forwarding emails to kbase@ seems a very outdated method to me, and it doesn't exactly encourage agents to keep the kbase up to date.


Update please?

G
Community Debut
  • glendag
  • Community Debut
  • August 5, 2016

Bump. 

Bump. 

Bump. 


Two years Freshdesk, really? And no resolution for this very much needed feature? Stop embarrassing yourselves and get this done: 


A button that appears on tickets allowing the admin-level FD agent to send the entire ticket to a Solution draft. 


Thank you. 

E
Contributor
  • eiren.smith
  • Contributor
  • June 28, 2017

Button, please.

R
Community Debut
  • rod.bernabe
  • Community Debut
  • August 28, 2017

Currently evaluating Freshdesk and this method of promoting a ticket to a solution poses a few security and vulnerability issues. It allows ANYONE to send an email to kbase@yourcompany.freshdesk.com (To|CC|BCC), which then puts the email content to that company's draft solution folder (much in the same way as anyone can submit an email to support@). Several issues/impacts.

a) Spam emails can populate your draft solutions folder rendering it useless to the product owner to filter through. ie it is not even validating if the incoming email is a new support ticket, or tied to an existing ticket. All emails sent to kbase@ is just dumped into Solutions as draft.

b) And as per any support tickets, anyone can send/forward your information any companies' kbase. Obviously hard to stop customers forwarding it to anyone - but there should at least be checks in place to prevent accidentally sending it on [Aside - there's also no option (that I can see) that restricts tickets to only come from registered customers?)].

Perhaps these are addressed in one of the Admin options that I'm not seeing as yet.


aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

@BC The drafts are stored only when the email is sent from a registered agent email address. Emails from the customers to the kbase address gets rejected automatically.


@all: We're working on the knowledge base revamp at the moment. I'll try to get this to the product manager's notice.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
P
Community Debut
  • paul_18551
  • Community Debut
  • February 7, 2019

I am only a few hours into exploring this service. I was immediately interested in the ticket to KB solution and I ended up here. Hope to see something streamlined and easy.

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