Knowledge Base

Is there way to add tickets automatically to the solutions or knowledge base?
Any email sent to kbase@.freshdesk.com from your agent email address would be created as a draft solution article inside your Freshdesk Account. You can cho...
Tue, 18 Jun, 2024 at 4:33 PM
Is it possible to have existing knowledge base articles pop-up before someone submits a ticket on that topic?
Once you have populated your knowledge base articles, you can setup your support portal to "auto-suggest" solutions that are in line with a custom...
Tue, 18 Jun, 2024 at 4:35 PM
Is there a way to create an internal and external knowledge base?
You would be able to set the visibility of Solution folders to Agents alone or to Everyone, which can be used to create an Internal Knowledge Base. ...
Tue, 18 Jun, 2024 at 4:35 PM
How can I delete a draft in the Knowledge Base?
Under the Solutions tab, you would find All drafts under the filter  You can click edit/delete icon on any of these drafts which would take you to...
Tue, 18 Jun, 2024 at 4:35 PM
How can I map certain solution articles to a specific product portal?
In Freshdesk, you would have the option to create multiple portals, from the Estate Plan onwards. Under Admin > Channels > Portals and Select the Port...
Tue, 18 Jun, 2024 at 4:35 PM
How can I track an article which is not useful for a customer?
When an article is published, there is a message at the bottom which says "Did you find it helpful?" which is basically a yes or no question. Upon...
Tue, 18 Jun, 2024 at 4:39 PM
Is it possible to export the Solution Articles?
To export your solution articles, go to Quick views > All articles, represented by the hamburger menu under the 'Solutions' tab in Freshdesk.  ...
Tue, 18 Jun, 2024 at 4:40 PM
How do I set up my Knowledge Base using Freshdesk?
Freshdesk helps you set up a KBase for your customers. You can create articles and add information which would act as a repository for self-service for your...
Tue, 18 Jun, 2024 at 4:40 PM
How can I delete a category, folder or articles that I don't use?
To delete a category, folder or article, click on the Edit option next to it and then click Delete icon. As a precautionary step, you'd have to type out...
Tue, 18 Jun, 2024 at 4:40 PM
Is there any way to pull a report or find metrics on the number of views per solution article?
This is not available as a report as such, but if you open a solution folder, on the right, you'd be able to view the number of likes, along with the nu...
Tue, 18 Jun, 2024 at 4:40 PM