Resolution Area

Would love to see some traction on this also! Seems to be an oversight here

To be honest a pop up box when marked as resolved to put the resolution and to re-clasify the ticket would be great!

This was the first thing I noticed and the one thing my CIO asked for -- how do we enforce a resolution -- may answer -- we cannot with Freshservice.  There is no way to add rules around a resolution.  We used another product that had a dedicated resolution area when a ticket was set to a resolved status that was mandatory.  A big miss for FS.  The workaround was add a field in the ticket properties which isn’t ideal since it is in the left properties pane and is a small area.

I would just like to pile on with a +1 to this idea, and add that if there were a dedicated resolution field, there should be an option to convert (and edit) that resolution into a Solutions Article and/or a Canned Response.

Thanks!!!

Just as a side note: You know you can send the resolution you send by e-mail to kb@yourinstans.freshservice.com and it will become a solution Article ? 

@Daniel Söderlund - that’s great. Somehow I did not know about this! Just tested. Could have great utility! Thanks!

Hello everyone, thank you for your votes! We are excited to share that the first version of the feature is live and stay tuned for more enhancements coming soon! Please find further details below:

Resolution note generator

I completely agree with this suggestion. A dedicated resolution area or structured troubleshooting section would make it much easier for users to find practical fixes instead of scrolling through long discussions.

We recently faced a similar issue internally where support responses became difficult to organize because users were sharing screenshots, measurements, and calculation details in scattered replies. Having a cleaner resolution workflow would save a lot of time for both agents and customers.

In our case, even simple tools like a topsoil calculator used during project estimation generated repetitive support questions because there wasn’t a clear “final resolution” section for common problems.

Hopefully this feature gets implemented soon because it would definitely improve knowledge sharing and search visibility within the community.

Can you implement this for scenario automations?