+10If an agent edits and saves a solution article in the knowledge base its status jumps from “Published” to “Draft” immediately and disappears on the Requester Portal!
click edit:
Please change this behavior like it is for the Workflow Automators:
→ there is always the last version published still available for the requesters
→ if you click on publish the “old” published version will be replaced by the newest version
It seems like the function to actually be able to select what is published or not, as currently still should remain somehow, but additionally that function which you mentioned would be cool to have optionally!
+8Would love to see versioning enabled even it if it’s only current and previous versions. If this was possible, it seems the previous version (e.g. last published) could remain active until the new draft was published.
This feature would be much needed for a professional solution article database. I was honestly surprised about it’s current behavior, most ticketing solutions of similar size have versioning for the knowledge database. So it would fix a flow of the otherwise great Freshservice.
+8
+3Why was this not taken up for consideration?
Note: All the features/enhancements below will be available on Starter and Growth plans on June 16th, 2025 & on Pro and Enterprise plans on June 30th, 2025.
Category: IT Service Management
Easily track changes, manage multiple versions, and restore previous versions of your knowledge base articles with the new article versioning feature. Stay on top of changes and maintain a comprehensive audit trail for your articles.
Key features:
More details here.
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