Knowledge Base

I’m newly responsible for maintaining our knowledge base and I’ve noticed several pieces of text that are prone to changing and appear throughout the base. Product names, addresses, phone numbers, so on. It’d be great to be able to set a static variable that can be updated once and automatically change the content everywhere that variable is used. For example, lets say I set {OfficePhone}=555-1212. Everywhere I use {OfficePhone} in the Knowledge Base, it’ll display as 555-1212.  Next week, we change our number to 555-1213. Instead of updating it every page where {OfficePhone} appears, I just change {OfficePhone}=555-1213 and the pages update automatically. Is that possible?

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.

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.

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?

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.

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 ourselve

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.

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.    

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”

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. 

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

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. 

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.

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.  

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.

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

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> 

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

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!

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