At a previous employer, we had an internal policy where agents had to relate knowledge base article to tickets before closing them. If there was not one to relate, then it was implied that the agent should consider creating one.
Reports were run (generally monthly) on the KB articles were related most often and were used as a way to track trends in which issues were coming up, and what solution was fixing them. This helps with things such as root cause analysis. I think something similar (I am aware of tags, and we are currently figuring out how best to use them) would be very helpful to Freshdesk platform.
