I am not sure if I am using the right term, but I am referring to when end users submit a ticket via the prtal and suggested articles come up as they type. Is there any report or way to track who end up using the suggested article and did not submit a ticket. ie, how many tickets are we offloading by building our solution library..
This is an intresting queston:
I track the helpful/not helpul, view and usage in tickets trough the Solutioins/Knowledgebase. But a better understanding of the deflections would be usefull.
Wonderful question. If you don’t mind, I’d suggest to submit an inquiry to support, and share the response here.
Regards,
I was at a Freshservice User Network event last night in Seattle and this very thing was mentioned by Freshworks in their presentation. They are working on this feature.
It also might be a topic covered in this upcoming webinar “The sublte art of not getting a ticket”.
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