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Facility to Search Solutions and Forum When Ticket is Raised in Portal

Related products:Freshdesk
  • May 23, 2012
  • 5 replies
  • 35 views
M
Apprentice
Hi,

It would be great if you could include a facility to bring back search results from the solutions and forums when a user has created a ticket in the portal and before the ticket is sent to the support team.

I've seen this facility used on other desks and believe it could really help cut down on the number of tickets created as many users will find their answer in the search results and subsequently won't send the ticket.

Strikes me that this wouldn't be too difficult as in a nutshell it's simply adding the search facility that is used on the homepage of the portal to the ticket creation page?

5 replies

C
Contributor
  • crystal
  • Contributor
  • January 27, 2016

I thought this was a feature already. All my customers are asking questions which get answered in the forums. Many of the same questions get generated in tickets and I had expected that freshdesk would pull answers from both solutions and forums

J
Contributor
  • john.bow
  • Contributor
  • April 5, 2018

i thnk this is a great idea and would like to see this implemented

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


Freshdesk automatically suggests articles for the user when they try to submit a ticket through the portal. The suggestions are based on the keywords entered in the subject line of the ticket form. 




Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
J
Contributor
  • john.bow
  • Contributor
  • June 18, 2018

howdy aravind - thanks for this info, but it doesnt seem to work for me.  do you know if this only works with some browsers but not all?  I am on firefox 60.0.2

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

@JayBee: It should work mostly on all browser/OS combinations. Can you please check if your new ticket page has been customised? Please navigate to Admin -> Portals-> Customise portal -> Portal pages -> New ticket section and see if the following code is made available?




Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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