I believe Freshdesk would be perfect if there was the feature of adding helpdesk solutions to the website contact form widget. That is a major feature that Uservoice delivers in a very efficient way. With this, many questions can be answered without the customer sending an email.
By default it would display the most important answers (admin ponderated). Then the suggestion process could be done in two ways:
- With ajax interface, just like Uservoice helpdesk, where solutions are listed while you type.
- Or after the user clicks submit, a new window shows up asking him if any of the presented solutions fit his need or if he wishes to continue with the contact.
