The Customer Journey feature 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.
Freshdesk now lets agents view:
The last 5 solution articles a customer has read before raising a ticket on the support portal
A warning if the agent tries to insert an article the customer has already read