Knowledge Base

Hi Is it possible to customise the solution page>article. The editor allows for editing in code but doesn’t allow for changing the background of the article. For example, i want to insert an image in the background and have a table and text on top. I also want my embedded videos to pop-up when the user clicks on them rather then start playing. Any help will be appreciated. Thanks

Hello. I’m wondering if there is any way to add a navigation menu to our knowledge base. When reading an article, the left pane shows “Related Articles” but if we wanted them to be read and followed in a specific order, it’d be much more helpful to have the entire Solution tree as something that can be made expandable. Sounds like basic functionality, but I can’t find how to make it work. Something like: Category A Folder 1 (expandable) Folder 2 (expandable) Folder 3 (expandable) Category B Folder 1 (expandable) Folder 2 (expandable) Category C Folder 1 (expandable) There wouldn’t be a need to always go back home. I know we can directly link from one article to another but that’s not what I’m looking for. Any help will be appreciated. Thank you.

Hi, When will it be possible for Freshdesk to automatically translate the articles from the knowledge base into different languages? There is already a tool that I find “Lingpad” which translates this into Freshdesk for a lot of money.

I am migrating a plethora of PDF documents from an old knowledge base and trying to embed them in new solution articles using iFrame. Freshdesk editor appends “sandbox="allow-scripts allow-forms allow-same-origin allow-presentation” which results in Chrome and Edge displaying “This page has been blocked by Edge”. If I do the same thing in Freshservice with an embedded iFrame PDF it works perfectly in Edge and Chrome and the editor does not append sandbox settings to the end of the code. Is there a setting in Freshdesk that I can turn off to prevent the code being appended? Thanks in advance for any assistance.

Hi, is there a way to completely control what related articles will show under/next to an article on the knowledge base? I want to have the ability to have complete control over this - and each article should have different “Related articles”

We currently house our knowledge articles in Google Docs. Is there an integration with FreshDesk knowledge base. We want to keep our articles in Google Docs, but would like to implement FreshDesk’s knowledge base.

While PDF export is available per the export is pretty awkward. Images often break and fail to render, formatting is inconsistent or removed, seemingly at random. Additionally, like a typical webpage, you get header/footer information that is not configurable. My recommendation is: A UI for configuration of the PDF export (either end-user or admin) Export to respect formatting Export to actually embed images appropriately

is there any way to create a public link on private articles? In our use case, we have a series of tutorials on the usage and configuration of a SaaS, and we don’t want all the information to be publicly available. We know we can set everything to private so that it can only be viewed through login, but we need to have some private articles available on demand so that when our clients’ users request help, we can send them a public link where they can view the corresponding guide without login. This way, having a public viewing link for private articles or a secret link would be the perfect solution.

hi do anyone have user guide for accessing Freshdesk for agents step by step thanks

Documentation department is making user docs with images, formatting and most importantly links. I’ve tried every way I could think of to publish a new article with the same exact format / layout and I’m losing the functionality of the original document. I’m sure I’m missing something.How can I publish the user docs exactly as they would be in the original Word doc?

Hi, I wanted to format solution articles to look better and be easier to read etc. I found the following as two examples in current articles from freshdesk. Can you help by sharing any others or point me to where some might be? Many thanks in advance. Trevor.. <div class="single-article-content article-body"> <pre class="fd-callout fd-callout--note" dir="ltr">We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click <strong>Previous plans</strong> to view your applicable plans.<br>We assure you that this change will not impact your product experience, and no action is required on your part.</pre> <pre class="fd-callout fd-callout--info" dir="ltr">This feature is available on-demand currently. Please write to <a href="mailto:support@freshdesk.com">support@freshdesk.com</a> to get it enabled for your account.</pre><p><br>

Since January 30th, we have been experiencing slowdowns and bugs in the document creation functionality. The save document button becomes inactive. Images take time to load. There are many visual bugs after publishing documentation, an example it’s images that lose responsiveness. When I create a table and click on it to write, it returns me to the beginning of the document.

Hi Freshworks Community, I’d like to start a discussion on how we can leverage the Freshworks suite of tools to enhance our website’s performance and user experience. Our websites are often the first point of contact for customers, so it’s crucial to ensure they are optimized and efficient. Let’s share our strategies, experiences, and best practices on the following: Website Analytics with Freshmarketer: How do you use Freshmarketer to track website performance and user behavior? Any tips on setting up effective A/B tests for my site https://ehsaaswebportal.pk/ ? visit if you have to. Live Chat Integration with Freshchat: What are your best practices for integrating Freshchat into your website to provide real-time support and improve customer engagement? Managing Website-related Tickets in Freshdesk: How do you efficiently handle and prioritize website-related support tickets in Freshdesk? SEO and Content Optimization: How do you ensure your website content is optimized for search engi

Hi everyone I’m looking to set up SLAs in Freshdesk for different ticket types and priorities. Can anyone walk me through the process, or share best practices for configuring SLAs based on customer support tiers? Thanks!

Hello everyone, We use Freshdesk as our intranet. We’ve been asked to investigate how we could set view permissions at a category or folder level for solutions for logged-in users. We have a new group of users potentially joining that should only be able to view a specific category. I can see that you can group agents, but is it possible to group logged-in users and assign them permissions? Please do shout if I’ve not explained this clearly enough - grateful for any pointers - thanks, Casey

Overview... We create many how-to type videos to help our customers use our products. Our videos are larger than the maximum 20GB that can be uploaded into FreshDesk solutions pages. To overcome this, we host our videos elsewhere and and provide a link to the videos in the solutions pages. What we Need... We need visibility of who is viewing the videos. Ideally via their Fresh Desk Logins. Currently the only information FreshDesk provide is “viewer count” We need to identify the viewer and how often they view the the videos. I would love to hear any ideas or suggestions. Thanks

I have just started to use this and find it very basic in its functionality eg there is no format paste. Also just copying a document from Word looses a lot of the formatting and section numbering etc. which means a lot of work to add documents to the solutions portal. Is there any way a decent third party text editor can be used or as an alternative convert docs from Word correctly without requiring a lot of rework?

Our publish and save buttons are regularly unavailable to click. We can’t save nor publish our changes, so we have to copy the code and refresh the page. Anyone else experiencing this?

I've reduced my images' size, but they're still getting cut off on mobile. I can't shrink them further. Is there any code or workaround I could use to fix this?

Is there a way to order tickets alphabetically from Z-A rather than from A-Z? We currently have manually sorted tickets which have titles with versions at the end (like "XXXX 1.2.3" where XXXX never changes) but want to switch to alphabetical ordering so the highest numbered versions show at the top. Is there a way of doing that?

Hey everyone! I’ve been using Freshdesk for managing customer tickets, and it’s been really helpful. However, I’ve noticed that email notifications sometimes get missed or overlooked by customers. I was thinking it might be a good idea to add SMS notifications to send quick updates about ticket statuses or resolutions. Has anyone here tried this before? I found a service that seems to offer SMS integration with Freshdesk, and I was wondering if using a BulkSMS text messenger could improve the efficiency of these notifications. Looking forward to hearing your thoughts! Thanks in advance. 😊

Hello, My company has a paid freshdesk account. We already have one sandbox account for QA environment. We want to create another sandbox acount for the Test environment. Please, how do we get this done?

Looking for an easy and cost-effective way to make international calls? CallMama has you covered! Our app offers a simple, affordable solution for staying connected with friends, family, and colleagues around the world, without the high costs of traditional carriers. With CallMama, you can make high-quality international calls directly from your smartphone, flip phone, or landline. Whether you're reaching out for personal conversations or business needs, our service ensures clear audio and reliable connections – all at competitive rates. Key Benefits: Low-Cost International Calls: Enjoy affordable rates for calling any country, without the burden of high fees. Crystal Clear Communication: Experience high-quality calls for a seamless conversation, every time. Global Connectivity: Call anywhere in the world, whether it's for business or personal use. Convenient and Easy to Use: Make calls easily from the CallMama app, compatible with various devices. Ready to make international communica

Hello Freshworks, I use the font Verdana and set the font size to 14, but It looks 9 in the article. Why is it inconsistent? On google docs, the font is still showing correctly.

My problem is that we are using Freshdesk as our helpdesk and knowledge base tool. We have hosted several support articles through Freshdesk, which are currently accessible on the internet when people search for our brand with 'Support', such as 'signeasy support'. In our case, when searching like this, our support pages appear in the results, but with the name 'runonflux' at the top, just above the meta title and description of each page. This occurs for all of our support articles appearing on Google with this title for each page. I have attached a screenshot for reference. Please let me know if there's any way to change this or provide guidance on how to fix it. I couldn't find the same name anywhere in our page source code, which prompted me to reach out here.