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Topics started by indust

2 Topics

I
Contributor
industContributor
asked in Automations and Workflows

Make Users to View Solutions Page Before Logging In

We’re still having the same problem as before which is, in brief, that freshdesk is not very well set up for small companies with limited support staff who want users to THOROUGHLY search the solutions / knowledge base FIRST before they raise a support ticket.We want to create a sequence of landing pages that the user is forced to click through BEFORE raising a support ticket.As follows:user lands on solutions home/ knowledge base clicks log in / raise a support ticket is taken to a page strongly encouraging them to search the knowledge base this page forces them to search for something, they can’t search for nothing it then gives them an option to raise a support ticketWe are just answering the same queries over and over and over again and it is wasting critical manpower as users simply ignore the hundreds of solutions we’ve created and head straight for the support ticket option.Like many small businesses, this isn’t sustainable for us.What solutions are there within Freshdesk to thi

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

How to Force Customers To Search First

Hi all,Despite our best efforts, we are getting soooo many support tickets via our Freshdesk asking questions that are already answered in our extensive knowledge base.Basically, we can’t handle it, and further to that we have no desire to handle it, either.Using Freshdesk how does one force the customer to search the knowledge base FIRST, and only open up the option for them to raise a support ticket IF their query isn’t answered?Also, how does one edit the pre-filled text in the knowledge base search function?Currently ours reads “enter your search term here”.

10
prashanthini.mande
Community Debut
2 years ago

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