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 could enable auto suggestion of solution articles under Admin-->Portals-->Settings and turn on the option to "Auto-Suggest Solutions while creating a new Ticket". Once this is done, the solution articles that are visible to the customers, would be auto-suggested based on the Subject or Description entered by the customer while creating the ticket.