The portal smart solutions and the agent smart solutions are a very good feature of Freshdesk.
However, for a demographic of customers who interact almost entirely via email, they cannot access this feature, which is a shame.
Some competing support systems offer a feature where you can include the top 5 smart solutions at the bottom of an automated email response as part of the initial ticket dispatching process. We asked your support people and they say that this is not available 'yet'.
However, the back-end functionality is clearly there inside Freshdesk. If we look at the page source for a typical agent processed ticket, this URL appears in the source
https://[my-support-site]/search/related_solutions/ticket/[some-long-number]
If logged in as a user with correct permissions, fetching this URL does indeed fetch and render a HTML list of smart solutions that are viewable by that user, that relate to that specific ticket.
The missing bit would be for the top 5 of those smart solutions to be included in the reply email body - so, a placeholder {{ticket.smart-solutions.list}} or {{ticket.smart-solutions.text}} in the email template that when spotted by the dispatch'r agent, does this lookup and inserts the top 5 links that come back with their titles into the response email - hence emailing the user with a useful 'self help' even without needing a portal login code.
Could you add this to your feature request list for a future release please, it would be a really helpful feature for any helpdesk that is primarily email driven.
