Hi.
I would like to be able to add an existing Solution to a ticket. For example by finding the solution in a tree-structure or search from within the Reply option
Then I can quickly close a ticket again.
Closed for Voting
Add a solution directly from a ticket
+6Hey Torsten, we already have the functionality for the agents to search for relevant solutions from within the reply editor itself. Once you hit reply on a ticket, you will see the option 'Insert Solution' on the top right of the editor (shown below).
Once you click on Insert Solution, Freshdesk will pro-actively show you suggested solution articles based on the content of the email from the user. You can choose from the suggested articles or you can search for articles using the search bar at the top right.
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.