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Knowledge Base

Knowledge Base

Using Freshdesk

73 Posts
181 Replies

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73 Posts

Jen.AylingApprentice

asked in Knowledge Base

Indexing Solutions help

We have a large selection of solutions available to users however the search function is not working great for us. We use Tags and Keywords however this doesn't seem to necessarily affect the search results/order that much. For example we have several guides for Wifi (several different configs dependant on location) All are tagged and keyworded wifi however when searching for wifi one of the top searches is for something that has no keywords, is unrelated to connecting to wifi but mentioned wifi once in the body of the solution itself. Is there anyway to organise solutions to search based on keywords before body text or do we need to ensure we also include keywords/tags in the body of the solution? What is best practise to ensure solutions are searchable easily? Is there a way to prioritise solutions in search based on certain searches?Many thanksJen

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”

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.

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

AMKApprentice

asked in Knowledge Base

Publish / Save button unavailable

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?

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?

colmoseApprentice

asked in Knowledge Base

Order folder articles alphabetically Z-A

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?

DawnApprentice

asked in 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.

Ariyan KhanApprentice

posted in Knowledge Base

How to Improve Ticket Notifications with SMS in Freshdesk

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. 😊

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

muyiwaikotunApprentice

asked in Knowledge Base

Create multiple freshdesk sandbox account

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?

callmamaApprentice

posted in Knowledge Base

Affordable International Calls Made Easy with CallMama

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 communication

RingflowApprentice

posted in Knowledge Base

Supercharge Your Customer Service with Ringflow's AI-Driven Contact Center

Hello Freshworks Community,We’re excited to introduce Ringflow, an innovative cloud contact center solution designed to enhance how businesses connect with their customers. By combining AI-powered features with a unified communications platform, Ringflow offers an intelligent, seamless way to improve both customer support and sales performance.Whether you're optimizing inbound and outbound calls, integrating AI tools, or simplifying team workflows, Ringflow has everything you need to elevate your customer service operations.Key Features of Ringflow:Omnichannel Support: Manage all customer touchpoints, including voice, chat, video, and email, from one easy-to-use platform. AI-Driven Analytics: Use sentiment analysis, real-time coaching, and AI transcription tools to improve communication and outcomes. CRM Integration: Effortlessly integrate Ringflow with Freshworks and other CRMs, unlocking deeper insights and improving team productivity. Outbound Calling Automation: Streamline your sal

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.

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.

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.

guruprasathApprentice

asked in Knowledge Base

Which is the best cloud telephony provider compatible with Freshworks CRM?

I’m looking for the best cloud telephony provider compatible with Freshworks CRM...

CaseyLApprentice

asked in Knowledge Base

How to share previews of solutions with colleagues who do not have agent access?

Hello, We have built some draft solutions articles that we need to preview with people who do not have agent access. Is there any way to do this? Or do we have to give them agent access to view previews? Thanks, C

scott77Community Debut

asked in Knowledge Base

URLs that should be visible without a login force a login page

We make most of our KBAs external-facing, however there's a couple of links that redirect to a login page, when we don't want them to.We seem to have visibility configured in our portals correctly; however when a customer who is not logged in (most of our customers do not log in, almost all KBAs should be visible externally without authentication) attempts to access a visible to all link, a login page appears. What customers see: When they click that link, it takes them here: So I went to take a look at the visibility settings for that folder...That folder’s settings: That Category's settings:It's in the correct portal, has the correct settings, so why can't unauthenticated users see the folder?

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.

OfficeCoffee24Contributor

asked in Knowledge Base

Linking to sections within a solution

Hello, I’ve put together a solution with a table at the top of my page that links to the various headings within the solution i.e. <a href="#anchor1">Receive Application</a> in my table links to the corresponding heading<a id="anchor1">1) Receive Application</a>Initially on saving, all the anchor links in my published solution work but then they quickly stop working, when looking back at the code within the solution, all my id=”anchor” tags are removed leaving just:<a>1) Receive Application</a>Is this a bug or am I doing something wrong?Thankyou.

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?

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!

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