eg. client says I have problem X.
Support agent communicates back and forth, actual issue seems to be Problem Y. He then solves it by Solution Z. (this is a specific solution, so it does not warrant a solution page)
When a few months later the agent tries to recall how he solved something he will try a few keywords relating to Solution Z. However the search has only Indexed Problem X. So no results are displayed and the knowledge is gone.
see example attached.
Basically every part of the ticket should be indexed so that you can easily search through Freshdesk for the solution.
