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Knowledge Base

Knowledge Base

Using Freshdesk

64 Topics
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64 Topics

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CaseyLApprentice

asked in Knowledge Base

Can we restrict view permissions to certain users in the knowledge hub?

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

asked in Knowledge Base

Show solution article in multiple folders or categories

I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale= But would also like to have the possibility to show a solution article in multiple folders.We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.

moleculematCommunity Debut

posted in Knowledge Base

I want my chatbot to be able to search my knowledge base using natural language.

Hello everyone, I'd like my Freshchat chatbot to be able to search my Fresh desk knowledge base for answers in natural language. It currently only finds answers from my FAQ.Would you have a solution for me? Thanks a lot!

DanielchApprentice

asked in Knowledge Base

Navigation menu to Knowledge Base

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.

philadlerApprentice

asked in Knowledge Base

Embed or Import PDF into Knowledge Base

How do I embed an existing PDF into a knowledge base article. We have many pdfs created and redoing them is not an option.I have seen articles referencing using the html editor and the embed tag. How exactly would that work when these articles are saved locally and not an any public website?Thanks, Phil

j.haguetTop Contributor

asked in Knowledge Base

Editing KB article with Edge delete inserted videos !?

Hi I have created articles with video hosted in Vimeo.When I edit the article with Edge, it deletes the inserted video HTML code !? Tested on 2 different workstation / account.Any idea ? any workaround ? any solution ?

PalloydApprentice

asked in Knowledge Base

Improve Solutions Text Editor

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?

RobCrossHMSkilled Expert

asked in Knowledge Base

Solutions within an iFrame

I’m looking to see if I can embed our solutions articles on our website - I know we can do that with a pop- up widget, but i’m more interested if we can embed the entire page as an iframe?

Varunkumar PalanisamyApprentice

asked in Knowledge Base

The term "runonflux" is appearing above the meta title and description of my Freshdesk support articles when searched on Google.

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.

posted in Knowledge Base

Enhancing Website Performance with Freshworks Suite

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 engines

FaredoonCRApprentice

asked in Knowledge Base

Conditional != or !== statements in Liquid

Hi there, I’m trying to use a conditional statement that checks for navigator.useragent sessionStorage.get(‘some item’) localStorage.get(‘some item’)E.g. {% if localStorage.get('some-item') != undefined %}<div>Some div</div>{% else %}<div>Some other div</div>{% endif %} When I preview the page, this doesn’t seem to do what I intend. E.g. if there is no localStorage with that key, it still shows “Some div”

Olga SolCommunity Debut

asked in Knowledge Base

Links are not working

Hi, When I am creating an article, I add a link to another article from solutions. When I am trying to open the created link it is not allowing me and it opens the homepage although the link is reflecting. FYR we have closed common access to solutions. i.e. articles are available for our agents only. I use a lot of links and this would be really helpful if you could give me a solution to this.

shimiTop Contributor

asked in Knowledge Base

Solution Page customisation

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

jackseoApprentice

posted in Knowledge Base

Check out Zindoit (Zindoit) - their flat-rate debt collection services

Struggling to collect payments on overdue invoices? You're not alone. Many businesses face this challenge. In a recent discussion about efficient debt collection solutions, I came across Zindoit (Zindoit). They offer a flat-rate legal approach that seems much more affordable than traditional agencies. Anyone else tried them?

Mukesh moneyApprentice

asked in Knowledge Base

Customer portal knowledge base.

Hi All,When we publish knowledge base articles through the portal, they currently display a timeline indicating when they were created on the customer portal's knowledge base. Is there any way to disable this timeline so that it does not appear on the published articles? We would prefer that only the content is shown without any indication of when it was posted or modified. Thank you.

trevhowesCommunity Debut

asked in Knowledge Base

Use of HTML in articles - examples to share?

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>

JENNYMUNApprentice

asked in Knowledge Base

Can't view entire page 100% horizontally when adding / editing articles!

When I am adding an article and trying to lay it out/edit, I can only see about 70% of my page horizontally. About 30% of the right side is hidden. This makes editing EXTREMELY difficult! To see what’s off the page, I have to scroll to the page bottom, then use the horizontal scroller to move over to that side, then scroll back up and search for the text I was editing. And then, the left side of the page is hidden. It’s madness! I’m told by customer service that there is no existing workaround, and they recommended that I add a topic here to try to gain traction, then they will consider fixing it. This is not an issue in the build to create a canned response...so I am mystified as to why the article add / build can’t also show the full page you are working on. Help!!!

JagadheeshApprentice

posted in Knowledge Base

get this 400 error after my application deployed but it works in locally

when my custom application runs locally but after deployment it doesn’t work so it shows an error.

NinaworksTop Contributor

asked in Knowledge Base

Show newest published Articles on the portal

Hello,I’ve found this article about how to show trending topics from the knowledge base on the portal. It shows: {{#renderFromApi url="/support/v2/solutions/articles/popular" method="GET"}} <section id="solutions-banner"> <h2>Trending Topics</h2> {{#this}} <a href="{{#if external_url}}{{external_url}}{{else}}/support/solutions/articles/{{id}}{{/if}}" class="card solution-card"> <div class="elem-inline-mid"> <h3>{{title}}</h3> <p>{{description}}</p> </div> </a> {{/this}} </section> {{/renderFromApi}}With some tweaking I managed to get it working. Would it be possible to get the newest published articles to show them on the portal?

Patrick.CApprentice

asked in Knowledge Base

Adding category descriptions to knowledge base

Hi all,I am trying to modify our knowledge base view to show the category descriptions, but I cannot find instructions on how to include this. Is there custom code available to include the category description for each category when users are viewing all of our solution categories?

adampfmContributor

asked in Knowledge Base

Improve PDF Export of KB Articles

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

LinnealvesApprentice

asked in Knowledge Base

Does anyone know how to configure images in help articles to display at full size on mobile devices?

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?

GeertenApprentice

asked in Knowledge Base

Relevance Freshservice solution

Question, how should the relevance of searching in Freshservice solutions work? I have an article where the search term (single word) is 16 times in the text, none in the title, no tags or keywords. That one is on the first position at the search results. Another article has 19 inclusions in the text and 2 times in the title and that one is on the second position.I am wondering what the relevance determines and what is the best practice for Freshservice to influence the ranking for your articles? For the most popular search terms, it is important to show the results which are most important to the organisation.

msconfig87Skilled Expert

asked in Knowledge Base

Search order of Solution articles - how to promote a solution?

Hi. We have some articles which are more important for certain keywords than other.For example if someone types iPhone, then the Enrollment articles should be on the top.How can solution articles be promoted to be displayed more prominently? (search optimization)

CedricSynergeeApprentice

asked in Knowledge Base

Portail client et Acces ticket et Base de connaissance

Bonjour, Nous souhaitons mettre en place la base de connaissance sur notre portail d’assistance.Notre portail Freshdesk est accessible depuis notre logiciel via un lien avec un secret.Cependant nous ne souhaitons pas que tous les utilisateurs puissent créer des tickets.Mais juste consulter la base de connaissance.Cela veut dire qu’il faut faire 2 portails ? ou avez vous d’autres solutions ? Merci d’avance

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