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New Idea

Ability to Edit Solutions Email Notifications

Related products:Freshservice
  • January 30, 2025
  • 5 replies
  • 76 views
Jessica Mell
Contributor
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We need the ability to edit and customize email notifications for Solutions, such as the emails an author receives when their solution review dates come up, solutions approvals, and any other email related to Solutions. 

5 replies

Daniel Söderlund
Top Contributor ⭐
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What do you think about this one ? ​@Medic1334 ​@mbutler ​@zachary.king 

Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
    Medic1334
    Top Contributor ⭐
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    • Medic1334Top Contributor ⭐
    • Top Contributor ⭐
    • January 31, 2025

    KMS updates as a whole are desperately needed.  Items such as revision history (has been a thing on wikipedia for 20 years?) and the ability to insert code blocks would be the two biggest things I’m missing. This would be a good one too. 

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      zachary.king
      Top Contributor ⭐
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      • zachary.kingTop Contributor ⭐
      • Top Contributor ⭐
      • February 3, 2025

      Thanks ​@Daniel Söderlund! +1 vote from me. I would also love to see a “vote” button for agents not just requesters, to rate solution articles. This would help managers understand what articles have been helpful and which articles might need to be revised or removed.

      - Zach / ITOps Supervisor - ITSM
        E
        Skilled Expert
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        KMS updates as a whole are desperately needed.  Items such as revision history (has been a thing on wikipedia for 20 years?) and the ability to insert code blocks would be the two biggest things I’m missing. This would be a good one too. 

        Did you know that Freshworks are activly working on version history for solution articles now. This was announced in the latest What’s new webinar. Please check the one coming in Febuary for more information. They are usually held in the middle of the month and can be accessed where webinars are announced.

        /Erik

          Jessica Mell
          Contributor
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          • Jessica Mell
          • Author
          • Contributor
          • February 6, 2025

          KMS updates as a whole are desperately needed.  Items such as revision history (has been a thing on wikipedia for 20 years?) and the ability to insert code blocks would be the two biggest things I’m missing. This would be a good one too. 

          I absolutely agree! And I’m hoping with them working on version history that eventually the current version of a solution will stay published and available to end users while an agent is making edits or creating a new draft. I find it very odd that the solution is not available while being edited. Thanks for upvoting!

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