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Replies posted by indust

3 Replies

I
Contributor
industContributor
asked in Automations and Workflows

Make Users to View Solutions Page Before Logging In

Thanks.This isn’t quite what I’m looking for though, to be honest.Rather than a workaround I think Freshdesk has to put more resources in to forcing users to use the solution centre.Some might say this offers a bad user experience but, fundamentally, a great deal of small companies simply can’t handle support on a large scale and forcing lazy users to search the knowledge base FIRST is absolutely crucial to running their businesses.Also - what is the point in writing 500+ articles if most users simply ignore them?FD need to put more focus on Solutions > Ticket, not the other way round.

3
Keer
Community Debut
2 years ago
I
Contributor
industContributor
asked in How do I....?

How to Force Customers To Search First

Thanks Chris but the problem with your first idea is that, fundamentally, a support ticket will be raised. I could actually see this creating even more problems, as the autoresponder you describe then gets sent to their junk mail (which they don’t check, obvs).Ultimately we have to start keeping them more at arms length.And the way to do that is to force them to search first.If we can’t get this functionality with FD, we have to start looking hard at leaving unfortunately...

9
prashanthini.mande
Community Debut
2 years ago
I
Contributor
industContributor
asked in How do I....?

How to Force Customers To Search First

Hi, This is a very interesting question; I struggle with the same topic !  It just totally defeats the object of having a knowledge base.Nobody looks at it, they just blast straight over to the “raise a support ticket” button....to ask a question that’s already answered. Madness.

9
prashanthini.mande
Community Debut
2 years ago

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