As it works now, suggested solutions appear from any and all KBs instead of only those associated with a customers Product. This greatly reduces the usefulness of suggesting solutions and potentially can cause our agents to provide incorrect solutions, since we can't easily discern between the solutions being suggested.
I.E. We have 3 different privacy policy KB articles titled "What is your privacy policy?" As it works now in Freshdesk, we would have to guess as to the correct one to embed in the ticket response. Or we would have to write each KB article with some product identifier.
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Limit "Suggest Solutions" to only display solutions that are associated with the customers "Product"
We have the same issue. Seeing as this was submitted 2 years ago, I'd say it's time to reassess. Is there any update on this feature request?
Alternatively, "Suggested Solutions" could be organized by folder, more like the way "Canned Responses" are.
Adding my vote to this!!! We have over a dozen KBs, we need to be able to filter/disassociate some solutions from tickets.
+1 to this. We have several products, with many solution articles. Even something like showing the product that the solution is part of in the suggested solutions when responding to a ticket would be great
Hello Everyone,
We see where you are coming from. For now, we don't have an avenue to segregate solution articles based on product or any other parameter. Happy to consider this ask of yours and we'll reach out to you as and when there's an update.
Cheers!!
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