Allow Collaborators to Generate a Knowledge Article
If you have passed a ticket to a collaborator user (for specialist knowledge), at the moment, they cannot create an article. Using the reply as the article doesn't give you the ability to use set templates - so why not allow them to create articles, but not publish them.
This would be such a great addition!
Hi , thanks for the feedback! I understand your concern here, however we don't have it in our roadmap currently for Freshdesk.
A workaround would be for the agent to BCC <kbase.yourcompany.freshdesk.com> in the customer response and this would create a solution article draft. The collaborators could then insert the draft response when responding to private notes in subsequent tickets.
+1Hi , thanks for the feedback! I understand your concern here, however we don't have it in our roadmap currently for Freshdesk.
A workaround would be for the agent to BCC <kbase.yourcompany.freshdesk.com> in the customer response and this would create a solution article draft. The collaborators could then insert the draft response when responding to private notes in subsequent tickets.
+8Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
