Question

Templates in Solutions for Freshservice


Userlevel 2

Why are there no Templates in Solutions like the ones that are present in Freshdesk for Freshervice? The KB articles are the most important part to any Helpdesk and the fact that you have the ability to have them, but leave them out of Freshservice is questionable. Why would you take that away in your prize winning app? Keeping and maintaining a standard look and feel for Helpdesk articles is what makes the Helpdesk stand out. Is there a way to add this functionality in Freshservice? 


10 replies

Userlevel 7
Badge +14

Hello @rromine, one way we have implemented a standard is having a word document template that agents are to follow when writing solution articles. Once they are completed, they are submitted to the Knowledge Base, and set to a draft status. We have approvers who validate the KB articles and look for any necessary corrections that require feedback. Then they are published. This workflow has helped us keep the Knowledge Base consistent and looking nice.

Templating inside freshservice would be a nice feature. I would take your suggestion and add it here so that others can upvote it and get it in front of the product team.

Userlevel 3
Badge +2

Hi,

 

I believe you are trying to create templates in the Solution Articles for the Freshservice Knowledge Base. Currently, we do not have the option to create templates for the same.To work this around, you will have to create a template offline in the word document and every time an agent is creating a knowledge base article, they can use this template to get the article created.

 

Regards,

G.Adhitya

Userlevel 1

This aspect of Freshservice is driving me crazy. Between the clunky/mediocre formatting tools AND the lack of Solutions templates, the Solutions feature is severely hampered. When the feature exists in the sibling product, but the workaround for this product is to pass around a Word doc? Seems archaic.

Userlevel 3
Badge +1

I have just given an updvote to that idea as well (thought I had already ages ago ^^”).

I am really hoping we will see this functionality soon as it is a bit of a faff to do it with a template outside of Freshservice and also does not help acceptance with agents who should use Freshservice to document their knowledge. One can dream 😄

 

Userlevel 7
Badge +14

This aspect of Freshservice is driving me crazy. Between the clunky/mediocre formatting tools AND the lack of Solutions templates, the Solutions feature is severely hampered. When the feature exists in the sibling product, but the workaround for this product is to pass around a Word doc? Seems archaic.

I feel your pain @chris.young. The formatting tools are difficult to use and is the reason we have steered clear of doing any type of creation or editing inside of freshservice, and instead do so in MS Word.

Userlevel 1
Badge

Exactly the issue we’re finding right now. We want our solution articles to be IN Freshservice, but when they are faced with a Word doc, our agents will complete and then attach it, rather than put the text in the solution.

Userlevel 4
Badge +6

It is maddening, very much so.

 

Even more that web pages that I’ve formatted perfectly to be on brand just do not translate well in the KB.

Having a resource of what is and isn’t permitted in the KB would be awesome.

Userlevel 1

Can someone on the team just copy the Freshdesk features and formatting tool? Even the formatting tool being used to enter this comment is far beyond what’s offered in FreshService. Why is that product so far behind?

Userlevel 5
Badge +9

Plus the PDF version of the KB is very unattractive (apparently “u - g - 1 - y” is a killswitch word that gets your comment torpedoed) - inside the doc you will see all kinds of mark--up text and U.R.Ls are duplicated in a weird way.

Badge +1

We just transitioned from Freshdesk to Freshservice recently and found out that while in Freshdesk there were metrics about KB/Solutions articles on the Dashboard or Reports in Analytics, we cannot find any of these in Freshservice.

 

These KB metrics (report and dashboard) will make sense for at least these two reasons:

  • Freshservice still have a Helpdesk included with a portal that has a Knowledge Base section. Freshdesk has this capability, it will be as simple as replicating it in Freshservice. Makes no sense that a lesser product (Freshdesk) to have better options than the supposedly better product (Freshservice).
  • Any permanent solution, Known Error or Workaround created for Problems in Freshservice are saved under Solutions section. And all those need at least a report to be able to manage them correctly.

I created this new idea Add KB /Solutions articles metrics (report in Analytics and KB Dashboard) to Freshservice, and hopefully it’ll get enough votes to bring it to Freshworks’ attention.

If there is another idea on the same out there please let us know to cast on vote on there too.

Thank you!

 

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