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Future Consideration

Solutions: More features around Drafts and Tags

Related products:Freshservice
  • Sep 7, 2023 4:40 PM UTC
  • 9 replies
  • 107 views
ComputerGuy7
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We are starting to heavily use the Solutions area of Fresh Service. Some features we would like to see:

 

  • Allow customer facing solutions home page to view articles by: alphabetical, date published, category, tags, folder, etc...
  • Search results to show more information: date published, tags, category, folder, etc…
  • More options around solution status (DRAFT to Publish). Need ability to edit a published article without the published version of solution switching to Draft status. If published solution is in draft status for weeks while it gets updated to version 2, I need the published version 1 to still be accessible to customers.

9 replies

  • jocorreia
  • Sep 30, 2024 1:22 PM UTC

Greetings.

I’m new to FreshDesk. Just migrated from another support software provider.

Agree… the draft feature needs a lot of improvements. What annoys me the most, is a missing delete draft button. I have a gigantic list of drafts (consequences of a migration process so so) and I can’t guide myself in so many articles.

    eeha0120
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    • eeha0120Top Contributor ⭐
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    • Oct 7, 2024 10:41 AM UTC

    Hi @alyssia.correa 

    Hope you’re doing great and may you have a wonderful week ahead.

    Is there any way we could push forward this to at least move to Assessment or In Consideration?

    I know it depends basically on votes, but maybe internally hopefully, there’s currently some work in progress and this just needs some update for us to be aware of.

     

     

    Regards,

    Elvis Henriquez
      alyssia.correa
      Skilled Expert
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      Hello @eeha0120 - I’m doing very well, thank you! How are you doing? Hope you have a fab week as well!! We have reached the minimum threshold of votes so we can have it reviewed in the next review cycle. I will keep you posted when I have more updates :).

      Ally, Freshworks Community Manager
        eeha0120
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        • eeha0120Top Contributor ⭐
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        • Oct 8, 2024 9:50 AM UTC

        Hello @eeha0120 - I’m doing very well, thank you! How are you doing? Hope you have a fab week as well!! We have reached the minimum threshold of votes so we can have it reviewed in the next review cycle. I will keep you posted when I have more updates :).

        I’m doing great as well. Tons of work, but doing well.

        Those are good news, he he he. Thank you very much for letting us know.

         

        Regards,

        Elvis Henriquez
          abicht.k
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          • abicht.k
          • Community Debut
          • Mar 17, 2025 3:40 PM UTC

          I would like to see the Solution article automatically become draft when creating from “New” -- if you forget or logout without saving, your article is gone. 

          Similar to when you start a Teams post, and it saves it as a “Draft” - and you can come back and pickup where you left off.

           

          Kim Abicht, Port of Seattle Service Desk
            mbackwater42
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            • mbackwater42Top Contributor ⭐
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            • Mar 17, 2025 4:30 PM UTC

            ​@alyssia.correa  any updates on this? Our organization is resisting adopting the Solutions libraries (even though they are a superior product than our current documentation platform) due to some of these, let’s call them “quirks”. Thanks!

            Fixer of all things IT and the world's okay-est Dungeon Master.
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              • RichBateman
              • Community Debut
              • Apr 24, 2025 9:21 AM UTC

              Hey! I’m new to Fresh and have a niggle with the solutions area :/

              It would be very helpful if I could resize the columns so I can view article names (seems like obvious functionality really) and to have the ability to change or remove columns from the view - hoping for some upvotes!! Cheers :)

              Jessica Mell
              Contributor
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              Hey! I’m new to Fresh and have a niggle with the solutions area :/

              It would be very helpful if I could resize the columns so I can view article names (seems like obvious functionality really) and to have the ability to change or remove columns from the view - hoping for some upvotes!! Cheers :)

              Hey, RichBateman! I submitted an idea for this recently if you’d like to go upvote to push it up the list of ideas. Thanks!! - 

               

              mbackwater42
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              • mbackwater42Top Contributor ⭐
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              • May 8, 2025 6:10 PM UTC

              Hello @eeha0120 - I’m doing very well, thank you! How are you doing? Hope you have a fab week as well!! We have reached the minimum threshold of votes so we can have it reviewed in the next review cycle. I will keep you posted when I have more updates :).

              ​@alyssa any updates yet?

              Fixer of all things IT and the world's okay-est Dungeon Master.
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