We’re looking at putting some special effort into our knowledgebase. I’m wondering if there’s any way to report on the ticket deflection rate in Freshdesk? i.e. the user starts to write a ticket, gets a helpful suggested article, and then abandons the ticket, etc.
There’s the knowledgebase analytics view, but it doesn’t help in this regard.
Note that our Freshdesk has a variety of audiences on it; For my purposes, I would want to exclude internal users (user’s “company” is MyCompany) and only pay attention to external users (user’s “company” is NOT MyCompany)
