When a support ticket has been resolved, a Solution can be created as part of the response to Customer.

 

When responding to support ticket:

 

  • Send to send out the response
  • A Knowledge Base draft will have been created under the Drafts section

 

When you have sufficient time, you can take a look at these drafts and turn them into properly-formatted Knowledge Base articles.

 

Additionally, you can also convert the knowledge hidden in your old email conversations, without having to compose them all over again. Just forward a copy of your email to your Freshdesk Knowledge Base and your new article is ready as a draft for you to review and publish.