When browsing a knowledge base, it is quite common and useful to have a history of the recently viewed articles. I could not find this feature in Freshdesk.
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Knowledge Base - recently viewed articles
+12Hello Phillipe,
Not sure if you're looking for the option to be available for the users or if it has to be displayed for the agents for better context about what the user was trying to locate on the portal. With the Customer Journey feature, Freshdesk lists the recently viewed articles (maximum of 5) by the user before he/she raised a ticket on the helpdesk. This helps agents to get better idea on what the user was trying to uncover from the Kbase and also alerts the agents if they try to insert the same article that was previously viewed by the user.
Cheers!
@Aravind - I looked at this article you presented, but I'm not seeing this in our install of Freshdesk. Is this something that has to be enabled?
+12@Trace: The Customer Journey feature works only on the Mint interface. You can switch to Mint in case if you already have the feature enabled and you'd be able to see the journey for tickets created via portal.
Cheers!
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