Know your customer journey
Modified on: Tue, 31 Mar, 2020 at 5:45 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.
When your customers create a ticket in your support portal or using the help widget, they probably would have gone through your solution articles already.
The customer journey feature shows your agents the solution articles that a customer opened before they created a support ticket. This allows your agents to better understand what your customers are asking about before they respond.
When an agent responds to this ticket, they can also choose to insert a solution article in their reply. If an agent picks a solution article that your customer had already opened before creating the ticket, Freshdesk will show a warning asking if the agent wants to really want to insert it.
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