Skip to main content
  • EN

Knowledge Base

Using Freshdesk

  • 76 Posts
  • 214 Replies
76 Posts
H
Apprentice
hiroApprentice
asked in Knowledge Base
Knowledge Base - font size in article is very small

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.    

1534
johnvick
Community Debut
FaredoonCR
Apprentice
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”

622
Daniel Söderlund
Skilled Expert
paulg44
Apprentice
paulg44Apprentice
asked in Knowledge Base
Re-order solution article order not working

I am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles but they “snap” back to where they originally were.For context I have Admin and Agent permissions.Any help or known issues would be appreciated. I haven’t found any answers searching so far.

1646
4
Community Debut
T
Apprentice
Thomas EdwardApprentice
asked in Knowledge Base
Do Influencers Need to Pay National Insurance in the UK?

As an influencer, you’re probably focused on content creation, partnerships, and growing your online presence. But just like any self-employed professional in the UK, there’s one important thing you can’t afford to ignore—National Insurance (NI). It’s a key part of your tax obligations, and failing to understand it can cost you later.In this article, we break down whether influencers need to pay National Insurance, how much, and how it works.What Is National Insurance?National Insurance is a contribution you make to access certain UK state benefits, like: The State Pension Maternity Allowance Employment and Support Allowance Bereavement Support Payment It’s different from income tax, but still a legal obligation if you’re earning above certain thresholds.Do Influencers Have to Pay National Insurance?Yes. If you're self-employed (which most influencers are), you may need to pay two types of National Insurance: Class 2 NI – If your profits are £6,725 or more a year Class 4 NI – I

271
P
Community Debut
ureee
Apprentice
ureeeApprentice
asked in Knowledge Base
Link to specific section in another article

Hi all, As the subject pretty much describes it, is there a way for me to link to a specific section to another article as opposed to the one I’m currently editing?I know <anchor id> works for the current article one is working, will this work for link sections of other articles? What amendments should I make to the codes? Thank you.

4132
C
Community Debut
S
Apprentice
sqzrApprentice
asked in Knowledge Base
Customise Article Voting text "Did you find it helpful? Yes No"

Hello  How can we customise the ‘Article Voting’ text (see below image for what I am referring to). We simply want to change the text to “Was this article helpful? Yes No”. Can you provide a Liquid snippet of code to get us started and we can achieve this ourselves from there.   Our existing liquid code for the Article View is just:         …..       <hr />            {{article | article_attachments}}        {{article | article_voting }}        </section> Also how can we customise the ‘Article Voting Feedback Form’? See the below image for what I am referring to. We want to change the text on this form and add different checkboxes. Can you provide a Liquid snippet of code to get us started and we can achieve this ourselves from there.   

2812
Gururag Kalanidhi
Community Manager
paulg44
Apprentice
paulg44Apprentice
posted in Knowledge Base
Enable forum category icons similar to solution categories

The ability to add icons to forum categories to make it consistent with solution categories.I think this would be a good UI change as currently if you have multiple forum categories the icons look like this :Forum stock icon I’d like to add icons like I have with my solution categories: Solution icon This would be a good UI change for the end user and keeps consistency throughout the knowledge base.

100
paulg44
Apprentice
R
Apprentice
REH62Apprentice
asked in Knowledge Base
Edge/Chrome won't display embedded iFrame PDF in Freshdesk but will in Freshservice

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. 

2472
Vanya
Community Debut
A
Contributor
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

5517
A
Contributor
Varunkumar Palanisamy
Apprentice
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. 

652
Yusuf Ahmed
Community Manager
lillybold
Apprentice
lillyboldApprentice
asked in Knowledge Base
How to change the name "Knowledge base" to "Help Center"

I am trying to change the name “Knowledge Base” to “Help Center” in our Portal.   From what I’ve read, it looks like the only way to do this is by customizing the code under Admin > Channels > Portals > Customize > Edit theme. We are trying to not spend development resources on this, but I’m having trouble finding a good way to make this change in the code editor.Does anyone have an existing script that we can use to make this change?

320
lillybold
Apprentice
S
Top Contributor
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

2908
S
Community Debut
D
Apprentice
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.

63912
mikecolady1
Community Debut
Jany
Apprentice
JanyApprentice
asked in Knowledge Base
automatic knowledge article traduccion in different languages

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.

351
mahendarsingh
Community Manager
evlo96
Skilled Expert
evlo96Skilled Expert
asked in Knowledge Base
A way to define an articles "Related articles"

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”

6724
mahendarsingh
Community Manager
D
Apprentice
DawnApprentice
asked in Knowledge Base
Knowledge Base

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.  

1857
mahendarsingh
Community Manager
Q
Apprentice
qboxApprentice
asked in Knowledge Base
Public link or secret link on private articles

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.

250
Q
Apprentice
A
Contributor
atheer ahmedContributor
asked in Knowledge Base
End user giude

hido anyone have user guide for accessing Freshdesk for agents step by stepthanks

441
madhusingh0906
Community Manager
C
Apprentice
cdemartiniApprentice
asked in Knowledge Base
Publishing Articles in KB: I'm losing all my links and formatting

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?

1102
pattcummins
Community Debut
trevhowes
Community Debut
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>

8523
A
Community Debut
Thaisz.swa
Apprentice
Thaisz.swaApprentice
posted in Knowledge Base
Instability in document creation functionality

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.

241
mahendarsingh
Community Manager
Alex2
Alex2
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

652
A
Community Debut
E
Apprentice
EricWardApprentice
asked in Knowledge Base
How Do I Set Up SLAs in Freshdesk for Different Ticket Types?

Hi everyoneI’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!

1072
E
Apprentice
CaseyL
Apprentice
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

2363
innoxentwarrior
Altus
Skilled Expert
Altus
posted in Knowledge Base
Visibility of who are viewing our videos. Any Ideas please?

 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 

801
innoxentwarrior

Badge winners

  • Lightning (Mc)Learner
    Bantuan fintechhas earned the badge Lightning (Mc)Learner
  • Wizard of Creative Thinking (5)
    itconformahas earned the badge Wizard of Creative Thinking (5)
  • Wizard of Creative Thinking (5)
    danielcarterhas earned the badge Wizard of Creative Thinking (5)
  • Smooth talker [5]
    icts.aehas earned the badge Smooth talker [5]
  • Lightning (Mc)Learner
    Dustin Whas earned the badge Lightning (Mc)Learner
Show all badges
Terms of Use