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Solution Article - Searching

Related products:Freshservice
  • Dec 3, 2025 9:11 PM UTC
  • 3 replies
  • 73 views
Skilled Expert

Why is there no filter or advanced searching in Solutions?

 

You are only able to search when you drill down to folders and even then it is just a basic search field rather than being able to search on specifics. 

 

If this is every implemented: Solution Articles - Custom Fields / Link Services / Articles | Freshworks Community then the above should also be available as well. There needs to be better search ability in Solutions to make it easier to find information. 

 

The Solution Module needs to have a big overhaul, as this is something that appears to be extremely basic and an afterthought but is a VERY important functionality in and ITSM tool.

    3 replies

    Community Debut
    • Watson8192
    • Community Debut
    • Dec 4, 2025 11:04 AM UTC

    A full overhaul of the Solution module seems overdue. Searching through folders is manageable for smaller setups, but larger IT teams need an improved search engine that can process metadata, custom fields, and article relationships. Without that, vital information often gets buried.

      Skilled Expert
      • Cara
      • Author
      • Dec 4, 2025 8:44 PM UTC

      Could not agree more. It needs a huge overhaul. I have logged so many feature suggestions with regards to the Solutions module because it is way to basic and doesn’t include features that should be native and are standard features in every other ITSM tool.

      SanthoshBala18
      Contributor
      Forum|alt.badge.img+1

      Hi all, to solve this issue, we’ve built Solution Article Explorer to make solution article management in Freshservice faster and easier. Quickly search, filter, and explore solution articles in one place, helping teams find relevant content and manage their knowledge base efficiently. Do give it a try and share your feedback or suggestions for improvement!

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