Hello,
Summary of feature request: When creating a ticket, make the "Related articles" open in a lightbox instead of redirecting to the selected page. If the article is not relevant, closing the lightbox will preserve all information already entered on the ticket. This will further encourage users to review multiple articles prior to submitting their ticket. It may also be useful to provide more than four related articles appear, maybe in a scrollable format using an infinity load (but this an additional feature request).
Background:
I am currently trialling Freshdesk and I find the auto suggest solution function whilst creating a ticket very useful indeed, however I believe it can be very simply enhanced to improve user experience and also increase the click through rate.
The current behaviour is that when a ticket is in the process of being created using the "submit a ticket" webpage, and a user enters a subject, the moment they click to another control, a maximum of four "Related articles" display. If a user clicks any of these articles, the current page loads the related article selected. The problem as it stands is if the user has already begun describing their problem and then later feels that one of the related articles is maybe appropriate for their review, clicking through (if they don't open in a new tab/window) to the related article causes the page to be directed to the related article and the user loses everything they have already entered. Encountering this frustration potentially causes a barrier for using the related articles.
Kind regards,
Mohamed Imran
