Canned Froms in Articles

Hi , thanks for the feedback!  From what I understand the agent would like to combine canned forms and suggested solution articles when replying to a customer response to get more details. We currently accomplish this by inserting both a canned form and article in the reply editor.

If this is with regard to inserting forms on solution articles on the portal, we currently support help widgets. This allows to embed solution articles and a contact form within your website or product. Customers can open the widget to search through solution articles or to submit a ticket. 

We would love to understand more on your request. Do reach out to support@freshdesk.com  with the use cases you would like us to look into and we will be sure to record the request.