Is there any way to find the solution articles that the customer has viewed?
Modified on: Tue, 18 Jun, 2024 at 5:03 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
There is a feature called customer journey that will helps agents with more context about the customer before a query is responded back to. When agents are responding to tickets, it shows up the list of solution articles that the customer has looked up on the self-service portal before they raised a ticket. This helps with unnecessary back and forth and reduces resolution time.
Please refer this link to know more about this feature.
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