Hi there,
I notice that FreshDesk provides tickets, as well as a forums. So do we! In our business we have a forum and a separate support desk.
The problem we are finding though, is that 99% of users use tickets, as they often get a fast, thorough response, and 1% use forums. This means that our knowledge is not growing (with all that search engine goodness) and we keep answering similar questions over and over.
So, I wonder, what do *you* freshdesk, do to incentivise people using forums not tickets?
We had the idea to actually make it a separate payment plan e.g. Pro customers get support tickets, while free customers get forums only.
Let me know your thoughts,
