Skip to main content

 

  • What is the problem?

I have Freshdesk articles that should be used as sources of information.

  • Who is it a problem for?

Product manager, sales, QA

  • How do you solve the problem today?

If I have a question where the answer in in Freshdesk, I don’t user Guru, I rummage through the Freshdesk articles to find the answer. 

  • How would you ideally solve the problem?

Guru ingests Freshdesk articles, and uses them as sources for answers. 

  • How big is the problem (business impact, frequency of impact etc.)?

Frequency: Once a week. Impact: Annoyance, but also distrust of Guru’s answers.

This problem makes it harder to sell the idea of using Guru to my company.

 

I upvote this product feedback. We are already using Guru’s Answers feature, and we love the Confluence and Slack integrations. However, our customer-facing teams need a place to access both our internal and external customer-facing content together. The inability to integrate our Freshdesk Help Center articles has thwarted this effort. We have attempted to add Freshdesk Help Center articles as a custom source, but the functionality is limited and while Answers can provide a link to the relevant article, it does not fully integrate the article’s content into the AI-generated response.

If a Freshdesk Solutions Articles integration is on your product roadmap, we’d love to know. We’re currently looking into other options to help us achieve our goals.

Terms & ConditionsCookie settings