Internal – Agent Assist Articles

Did you know Freshdesk will help you search for solutions in a ticket? It will read the customer’s question and attempt to match it up with existing solution articles. These solution articles may be customer facing, or an internal help document (Example below).

The easiest way to find them inside a ticket is to click reply or add note and click the Solutions icon. Click on a suggested solution to see the content. You can also search for a solution.

The training team is busy building more articles that will help with common customer issues, but we still need your help. If you work on a ticket and learn something that you think would be good for everyone to know, add the tag ‘training’ to the ticket.

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