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New Idea

Convert a Resolution into a Knowledge Base Solution Article

Related products:Freshservice
  • September 9, 2025
  • 0 replies
  • 81 views

claytonsaid
Top Contributor ⭐
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Many a time, our agents need to create a Knowledge Base Solution Article based on the Resolution of a ticket (incident or service request).  

I understand that ticket Resolutions do not contribute to the search results of the Support Portal.  

It would be helpful to have an option to convert a ticket Resolution into a KB article whilst creating a link between the two, reducing the double-handling required by the agents.  I believe this would also help in error message / ticket / solution correlation, including the Freddy AI side of things.