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Knowledge Base

Knowledge Base

Using Freshdesk

59 Topics
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59 Topics

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trevhowesCommunity Debut

asked in Knowledge Base

Use of HTML in articles - examples to share?

Hi, I wanted to format solution articles to look better and be easier to read etc. I found the following as two examples in current articles from freshdesk.Can you help by sharing any others or point me to where some might be?Many thanks in advance.Trevor.. <div class="single-article-content article-body"> <pre class="fd-callout fd-callout--note" dir="ltr">We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click <strong>Previous plans</strong> to view your applicable plans.<br>We assure you that this change will not impact your product experience, and no action is required on your part.</pre> <pre class="fd-callout fd-callout--info" dir="ltr">This feature is available on-demand currently. Please write to <a href="mailto:support@freshdesk.com">support@freshdesk.com</a> to get it enabled for your account.</pre><p>

Olga SolCommunity Debut

asked in Knowledge Base

Links are not working

Hi, When I am creating an article, I add a link to another article from solutions. When I am trying to open the created link it is not allowing me and it opens the homepage although the link is reflecting. FYR we have closed common access to solutions. i.e. articles are available for our agents only. I use a lot of links and this would be really helpful if you could give me a solution to this.

JENNYMUNApprentice

asked in Knowledge Base

Can't view entire page 100% horizontally when adding / editing articles!

When I am adding an article and trying to lay it out/edit, I can only see about 70% of my page horizontally. About 30% of the right side is hidden. This makes editing EXTREMELY difficult! To see what’s off the page, I have to scroll to the page bottom, then use the horizontal scroller to move over to that side, then scroll back up and search for the text I was editing. And then, the left side of the page is hidden. It’s madness! I’m told by customer service that there is no existing workaround, and they recommended that I add a topic here to try to gain traction, then they will consider fixing it. This is not an issue in the build to create a canned response...so I am mystified as to why the article add / build can’t also show the full page you are working on. Help!!!

asked in Knowledge Base

Show solution article in multiple folders or categories

I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale= But would also like to have the possibility to show a solution article in multiple folders.We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.

Sam LeeApprentice

asked in Knowledge Base

Ask questions about SEARCHENGINEOPTIMISATION

Is SEO useless/unavailable to Plan:Growth users? , I set TITLE FOR SEARCH ENGINE to Primary/Second Registration Time, but "Primary/Second Registration Time" cannot be used at all on Google, nor can I use "Primary/Second Registration Time "Registration Time" site:help.puikiu.college" "No documents matched your search."How can this function take effect? Or is there a tutorial on how to use it?

JagadheeshApprentice

posted in Knowledge Base

get this 400 error after my application deployed but it works in locally

when my custom application runs locally but after deployment it doesn’t work so it shows an error.

Mukesh moneyApprentice

asked in Knowledge Base

Customer portal knowledge base.

Hi All,When we publish knowledge base articles through the portal, they currently display a timeline indicating when they were created on the customer portal's knowledge base. Is there any way to disable this timeline so that it does not appear on the published articles? We would prefer that only the content is shown without any indication of when it was posted or modified. Thank you.

NinaworksTop Contributor

asked in Knowledge Base

Show newest published Articles on the portal

Hello,I’ve found this article about how to show trending topics from the knowledge base on the portal. It shows: {{#renderFromApi url="/support/v2/solutions/articles/popular" method="GET"}} <section id="solutions-banner"> <h2>Trending Topics</h2> {{#this}} <a href="{{#if external_url}}{{external_url}}{{else}}/support/solutions/articles/{{id}}{{/if}}" class="card solution-card"> <div class="elem-inline-mid"> <h3>{{title}}</h3> <p>{{description}}</p> </div> </a> {{/this}} </section> {{/renderFromApi}}With some tweaking I managed to get it working. Would it be possible to get the newest published articles to show them on the portal?

shimiTop Contributor

asked in Knowledge Base

Solution Page customisation

Hi Is it possible to customise the solution page>article. The editor allows for editing in code but doesn’t allow for changing the background of the article. For example, i want to insert an image in the background and have a table and text on top. I also want my embedded videos to pop-up when the user clicks on them rather then start playing.Any help will be appreciated. Thanks

Patrick.CApprentice

asked in Knowledge Base

Adding category descriptions to knowledge base

Hi all,I am trying to modify our knowledge base view to show the category descriptions, but I cannot find instructions on how to include this. Is there custom code available to include the category description for each category when users are viewing all of our solution categories?

adampfmContributor

asked in Knowledge Base

Improve PDF Export of KB Articles

While PDF export is available per the export is pretty awkward. Images often break and fail to render, formatting is inconsistent or removed, seemingly at random. Additionally, like a typical webpage, you get header/footer information that is not configurable.My recommendation is:A UI for configuration of the PDF export (either end-user or admin) Export to respect formatting Export to actually embed images appropriately

LinnealvesApprentice

asked in Knowledge Base

Does anyone know how to configure images in help articles to display at full size on mobile devices?

I've reduced my images' size, but they're still getting cut off on mobile. I can't shrink them further. Is there any code or workaround I could use to fix this?

GeertenApprentice

asked in Knowledge Base

Relevance Freshservice solution

Question, how should the relevance of searching in Freshservice solutions work? I have an article where the search term (single word) is 16 times in the text, none in the title, no tags or keywords. That one is on the first position at the search results. Another article has 19 inclusions in the text and 2 times in the title and that one is on the second position.I am wondering what the relevance determines and what is the best practice for Freshservice to influence the ranking for your articles? For the most popular search terms, it is important to show the results which are most important to the organisation.

gregmaticApprentice

asked in Knowledge Base

Does anyone recognize this freshdesk help center theme

I like this theme and am wondering if anyone recognizes it. I can’t seem to find out what it is called.

msconfig87Skilled Expert

asked in Knowledge Base

Search order of Solution articles - how to promote a solution?

Hi. We have some articles which are more important for certain keywords than other.For example if someone types iPhone, then the Enrollment articles should be on the top.How can solution articles be promoted to be displayed more prominently? (search optimization)

CedricSynergeeApprentice

asked in Knowledge Base

Portail client et Acces ticket et Base de connaissance

Bonjour, Nous souhaitons mettre en place la base de connaissance sur notre portail d’assistance.Notre portail Freshdesk est accessible depuis notre logiciel via un lien avec un secret.Cependant nous ne souhaitons pas que tous les utilisateurs puissent créer des tickets.Mais juste consulter la base de connaissance.Cela veut dire qu’il faut faire 2 portails ? ou avez vous d’autres solutions ? Merci d’avance

philadlerApprentice

asked in Knowledge Base

Embed or Import PDF into Knowledge Base

How do I embed an existing PDF into a knowledge base article. We have many pdfs created and redoing them is not an option.I have seen articles referencing using the html editor and the embed tag. How exactly would that work when these articles are saved locally and not an any public website?Thanks, Phil

2cw-supportContributor

asked in Knowledge Base

number of open tickets on dashboard is wrong

Since a day or 2, the number of Open tickets on my dashboard is wrong and shows 1 ticket more than there actually are open tickets.Anybody have the same issue?It's quite annoying to think there is an open ticket, when there isn't any.

OfficeCoffee24Contributor

asked in Knowledge Base

Linking to sections within a solution

Hello, I’ve put together a solution with a table at the top of my page that links to the various headings within the solution i.e. <a href="#anchor1">Receive Application</a> in my table links to the corresponding heading<a id="anchor1">1) Receive Application</a>Initially on saving, all the anchor links in my published solution work but then they quickly stop working, when looking back at the code within the solution, all my id=”anchor” tags are removed leaving just:<a>1) Receive Application</a>Is this a bug or am I doing something wrong?Thankyou.

j.haguetTop Contributor

asked in Knowledge Base

Editing KB article with Edge delete inserted videos !?

Hi I have created articles with video hosted in Vimeo.When I edit the article with Edge, it deletes the inserted video HTML code !? Tested on 2 different workstation / account.Any idea ? any workaround ? any solution ?

Jen.AylingApprentice

asked in Knowledge Base

Indexing Solutions help

We have a large selection of solutions available to users however the search function is not working great for us. We use Tags and Keywords however this doesn't seem to necessarily affect the search results/order that much. For example we have several guides for Wifi (several different configs dependant on location) All are tagged and keyworded wifi however when searching for wifi one of the top searches is for something that has no keywords, is unrelated to connecting to wifi but mentioned wifi once in the body of the solution itself. Is there anyway to organise solutions to search based on keywords before body text or do we need to ensure we also include keywords/tags in the body of the solution? What is best practise to ensure solutions are searchable easily? Is there a way to prioritise solutions in search based on certain searches?Many thanksJen

runshotgunApprentice

asked in Knowledge Base

Font size in articles

Since the default font size of articles is ridiculously small, I'm trying to apply a larger font size.There seem to be an issue with the unconfigurable line-height parameter. How do I fix this.Thank you!

hiroApprentice

asked in Knowledge Base

Knowledge Base - font size in article is very small

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.

victorcasajuanamasApprentice

asked in Knowledge Base

Multiple questions for the same knowledge article

I currently have a knowledge base in my own software and I want to transfer it to freshdesk, but I have a peculiarity, each article in the knowledge base answers several questions from users. Example:question1, question5 and question9 are answered by knowledge article X.Can Freshdesk configure multiple questions for the same knowledge item? Thansk!

sarinkApprentice

asked in Knowledge Base

Knowledge base article creation challenges

Hello everyone,I hope you are all having a wonderful week!I wanted to bring up a topic that I believe is worth discussing - the challenges we face when editing and updating articles using the FD knowledge base creation functionality. The formatting is always off, and it looks very different when published.Therefore, I'd like to pose a question to the community and gather some insights on this topic - Have you faced challenges while editing/updating/formatting your articles using the FD knowledge base article functionality? If so, how have you been able to overcome them?I believe that many of us may have encountered this issue, and I'm hoping to hear your experiences and any tips or solutions that you may have found helpful.Thank you in advance for your contributions!Sarin

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