Hello, I think it would be a helpful feature for limiting support tickets even further (when we already provide answers in the knowledgebase) if real ticket deflection was put in place when trying to create a “New Ticket” from the support portal of FreshDesk.
How about the option to “turn on” ticket deflection that doesn’t just suggest relevent articles to the right based on the subject of the ticket as the user is typing… but doesn’t submit the ticket yet when the submit button is clicked. Instead the articles come up in a list. The user has to then click again to “submit the ticket” if no answer has been found.
That would be great… currently a user can just submit without even noticing the suggested articles to the right...
