Use solution article suggestions to respond to tickets faster

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This feature is now available as part of the Freddy Copilot add-on.

Solution articles are often used by agents to respond to customer tickets. Not only do they contain a lot of information relevant to common customer cases, but they also help agents understand how to deal with certain issue types.

With Freddy AI, agents are now shown Machine Learning-powered solution article recommendations for responding to customers based on the ticket text (subject and description). This saves them the hassle of manually searching for the right solution article to respond with, making the ticket resolution process faster. It also helps new agents get up to speed with common support responses faster. 

Note: Solution article suggestions only work on tickets received via email or web.

Let us understand how agents can use the solution article suggestions in this article.

TABLE OF CONTENTS

• Enabling Solution Article Suggester as an admin
• View Freddy’s solution article recommendations as agents 
• How to use a solution article in your email response as an agent  

Enabling Solution Article Suggester as an admin

To enable Solution Article Suggester for your agents, you can - 

• Login to your Freshdesk account as an admin 
• Navigate to Admin Settings >  Freddy 
• Under the Freddy Copilot section, toggle on Solution Article Suggester

View Freddy’s solution article recommendations

You can view the Freddy solution article recommendations for a ticket using 3 different approaches. Let's cover each of them below.

1. Using the 'Freddy recommendations' card

Here's how to view Freddy's solution article recommendations for any particular ticket using the 'Freddy recommendations' card.

• Login to your Freshdesk account as an Agent
• From the 'Tickets' section, open the ticket details page for the ticket you wish to resolve
• When you open a ticket for which Freddy has solution article recommendations, you will see a 'Freddy Recommendations' card
  
  

• This card will list the number of solution article suggestions (along with the number of canned response suggestions) that Freddy has mapped to the same portal which receives this particular ticket based on the subject line and description. 
• To view the list of solution article suggestions, click on the ‘Solution articles’ link under ‘Freddy recommendations’
• This should open up a panel on the right-hand side of the screen, along with the ticket response editor which opens on the left-hand side.
  
• You can also view the list of 'Freddy recommendations' right under that section
• These articles are listed based on the types of visibility: visible to all users, bots and agents
  Note: If a different agent opens the same ticket, the solution articles suggested may differ due to a difference in user access scope between the 2 agents (in case of private articles)
• In case you wish to use a solution article that has not been recommended, you can use the search bar in the same panel to retrieve the same
• To view the contents of any solution article recommendation, click on the ‘View article’ link under the title of the suggested article

2. Using a keyboard shortcut

Alternatively, you can view the Freddy recommendations by using a keyboard shortcut.

• In the email reply section under the case text, you can use a shortcut to view the list of Freddy recommendations
• Simply type ‘/s’ (without the apostrophes) and press the 'Return button (Enter)' to open up a list of all Freddy recommendations

• You can select the solution article of your choice from the Freddy recommendations and insert it by clicking on it
  
  

3. Using the 'Suggested solutions' button in the ticket response editor

• Click the ‘Suggested solutions’ button at the bottom of the reply section to open a list of Freddy recommendations

• This should open up a panel on the right-hand side similar to the one described in the first method
• You can also view the list of 'Freddy recommendations' right under that section
• In case you wish to use a solution article that has not been recommended, you can use the search bar in the same panel to retrieve the same
• To view the contents of any solution article recommendation, click on the ‘View article’ link under the title of the suggested article

How to use a solution article in your email response

When you hover on a solution article recommendation or view it by clicking on the 'View article' button, you will see two options to add the article to your email.

1. Insert solution article

Clicking on this button will insert the article to your ticket reply. This article will be added in addition to anything that you may have typed in the reply section under the ticket text. Anything that you may have written there will remain unchanged and will be followed by the solution article text. 

2. Insert solution article link

Clicking on this button will add a link to the article within your email response text.

This feature is available on the Freddy Copilot add-on

*The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.