Think of this as 'suggested solutions' taken an extra step and mixed with a spell checker interface.
Agent writes an email
Agent hits a button
Freshdesk finds predetermined keywords or phrases in the email
Just like a spell checker, Freshdesk highlights each keyword or phrase but instead of offering to replace it with the correct spelling, it offers to hyperlink it to a specific Knowledge Base article (or perhaps offer 2 or 3 articles to select from)
Agent clicks through each suggestion, adding or skipping suggested hyperlinks no until the email is ready.
OK, and here's why:
When discussing a matter that requires some background understanding of technical concepts with a customer, it's cumbersome to assume that they need more detailed explanations along the way, yet it's bad service to assume that they already understand, and simply speak jargon at them. We try to keep our emails brief and legible, with links to more info in case the customer needs it.
I'm sorry to hear that you crashed into a snowman. It's recommended that you allow more braking distance when driving in the snow. You might also want to check that your tires have the optimum tread before heading out again. Santa has a strict policy against giving presents to people who kill snowmen.
Let's just assume that each of those links was to a Solution in our Knowledge Base. Now, if Freshdesk could recommend articles in that manner, whether based on content, tags, or admin-defined terms, it would make our job much quicker, and our emails more helpful (for example, being able to link to product pages when a product is mentioned, to ensure there's no confusion about the product). It would also pull out suggestions that an individual agent may have forgotten about.