Question

Templates in Solutions for Freshservice

  • 4 May 2022
  • 5 replies
  • 238 views

Userlevel 1

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? 


5 replies

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 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 😄

 

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 +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 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.

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