A customer flags an issue and you get working on the ticket. In the course of the next few emails and threads, you come up with a solution or a temporary workaround. And Eureka! One of those moments of serendipity* that you and your customer support agents have every day!
But then, before you get to log in to your helpdesk portal, and share your paradigm shifting discovery with everyone else on your knowledge base, the next ticket, issue, or a random shiny little object floats by. And you forget to add the solution that could have saved you a fair deal of customer frustration to your knowledge base.
Plus, it is now up to either you digging through piles of emails in your inbox, or the next unfortunate agent having to reinvent the wheel.
After scratching our heads with this problem for a while, we had a eureka moment of our own - why not let you just send an email to your helpdesk and have Freshdesk automatically convert it into a Knowledge Base article?
So that’s exactly what you can do with Freshdesk now. Create Solutions and Kbase articles on the fly, right from your mailbox and have it ready the next time a customer pops the issue again. You can even go back into your old support emails and forward resolutions to your K-base. All your knowledge and solutions gets saved as a draft that you can edit and publish.
*Serendipity is technically a “happy accident”. Kind of like when Alexander Fleming looked real close at his lunch bread gone bad, and discovered a way to fight all those evil bacteria.
Check out how Freshdesk helps you streamline your customer's support experience
Keeping your Knowledge Base separate from your forums
You can modify, update or even reassign a ticket right from your mailbox?