When a customer is creating tickets, you could configure your Freshdesk Account to auto-suggest solution articles based on the ticket subject that the customer enters, during ticket creation. This would also reduce ticket volume by deflecting the Customer to the corresponding Solution Article.
You can enable auto-suggestion of solution articles under Admin --> Channels --> Portals --> Edit --> Manage sections and checkmark the option "Auto suggest solutions while creating a new ticket" After this, solution articles visible to customers will be auto-suggested based on the customer's entered Subject or Description when creating the ticket.
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