When your customers create a ticket in your support portal or using the help widget, they probably would have gone through your solution articles already.

The customer journey feature shows your agents the solution articles that a customer opened before they created a support ticket. This allows your agents to better understand what your customers are asking about before they respond.

When an agent responds to this ticket, they can also choose to insert a solution article in their reply. If an agent picks a solution article that your customer had already opened before creating the ticket, Freshdesk will show a warning asking if the agent wants to really want to insert it.