I’m surprised that such a robust system like Freshdesk doesn’t have a simple feature such as this.
We should be able to see what are customers are searching for/typing in the search form.
My old FREE helpdesk system on wordpress even allowed me to see what keywords my customers where searching for, and wether that keyword was successful or not, meaning did the customer find a solution article with that keyword or did they have to click the “submit ticket” button.
This tool will absolutely help us create better articles and tag them properly.
Especially helpful for those unsuccessful searches. Knowing the keywords the customer uses will make us anticipate future queries
PLEASE VOTE so Freshdesk can add this feature!
See screenshot:
