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I tried to use gmail to send emails to kbase@myaccount.freshdesk.com but the draft solution didn't get created as I expected.

If it's doable, do I do that?

Hi Andy


You must send the Email from an Agent or Admin or Occasional Agent mailbox, to send any content to the Drafts folder in Freshdesk


regards
Vijay

Is there ANY email functionality that customers can use to expand the knowledge base?



Russ, 


Not at the moment, as the Solutions are not open to the customers to edit. Sorry about that!


Anna



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