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Send to knowledgebase scenario automation

Related products:Freshdesk
  • October 17, 2012
  • 1 reply
  • 21 views
W
Contributor

I know you can email to knowledgebase to send a solution as a draft. However I would love to create this as a scenario automation.

Use case would be.

 

I solve the issue.

Customer accepts the solution.

The issue is worthy of being a solution to other customers.

Hit a button that says save solution as draft for knowledgebase.

 

And then the last email gets exported to knowledgebase as the solution.


1 reply

J
Apprentice
Hi,

This is potentially a huge issue for me.

This feature would drastically cut down on "key-presses per agent", especially during the start of a KCS phase (nearly every response will be added to the KB during the initial phase).

Furthermore, we were originally promised the ability to "press a button" to assign a ticket response to the KB.
Simply automating the addition of an address (e.g. "kbase@company.freshdesk.com") to the CC line would be a very good compromise.

regards
jamie
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