Knowledge Base Templates for Freshservice

I agree that it would nice to have this in freshservice. +1 vote

As a workaround you can create templates in your word processing software and use that to enforce a standard before submitting the KB article to freshservice.  Hope that helps some!

No templates yet?

Any progress on this one yet? It really is a foundational ask for knowledge management so would be a big win.

Any updates on when this will be rolled out? I am trying to convince our agent teams to use Freshservice Solutions instead of Atlassian or MediaWiki, and this is one of the major asks.

Knowledgebase Templates and autosave of articles are two sticking points

This has been in progress and on the road map for a year. When will this be implemented. The solutions are very basic and almost seem as though they were an after thought in the whole system. 

I would like to see Freddy AI be able to create knowledge based on a template, once template capability exists.

For what it’s worth, one workaround to the templates is to create a Category called “Templates” where you have a folder for each template type that you want to portray. You can use Postman, or your preferred API tool to GET the solution article template you wish to use and then POST to create the new article that uses that template.

You can either edit the content within the POST command or within the Freshservice interface.

Note that this is only a workaround and even adding a Clone function to the solution articles would make this module significantly better.

We do something similar in our org, but still run into significant issues with formatting (specifically around bulleting/numbering, and copy/paste). Do you run into any of these issues with Postman or using API? We manually copy/paste the HTML code into new templates each month and haven't automated this process yet.

There are lots of workarounds that can be implemented, that we have had to do because no templates are available. Also, the create and edit are one role. Both of these need to be implemented, as we have had to find ways around a lot of Solution rules and configurations to stop people from doing things they shouldn’t be. We aren’t giving people the delete option (as we aren’t supposed to delete anything in our organisation) and there is no way of archiving so we have had to make an archive folder that only our knowledge officer has access to and a pre-archive everyone has access to. There are too many things with the solutions module that are just not configured, that should be.