Knowledge Base

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

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

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?

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.

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?

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.

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

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”

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.

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?

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.

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!!!

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

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?

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)

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

Since a day or 2, the number of Open tickets on my dashboard is wrong and shows 1 ticket more than there actually are open tickets. Anybody have the same issue? It's quite annoying to think there is an open ticket, when there isn't any.

Since the default font size of articles is ridiculously small, I'm trying to apply a larger font size. There seem to be an issue with the unconfigurable line-height parameter. How do I fix this. Thank you!

I currently have a knowledge base in my own software and I want to transfer it to freshdesk, but I have a peculiarity, each article in the knowledge base answers several questions from users. Example:question1, question5 and question9 are answered by knowledge article X.Can Freshdesk configure multiple questions for the same knowledge item? Thansk!

Hello everyone, I hope you are all having a wonderful week! I wanted to bring up a topic that I believe is worth discussing - the challenges we face when editing and updating articles using the FD knowledge base creation functionality. The formatting is always off, and it looks very different when published. Therefore, I'd like to pose a question to the community and gather some insights on this topic - Have you faced challenges while editing/updating/formatting your articles using the FD knowledge base article functionality? If so, how have you been able to overcome them? I believe that many of us may have encountered this issue, and I'm hoping to hear your experiences and any tips or solutions that you may have found helpful. Thank you in advance for your contributions! Sarin

On https://developer.freshmarketer.com/api/#intro is a link to: Learn more about finding your API key. But that link is broken...

I am reviewing Fresh Desk for a college project, and I need to include some User Reviews. Would someone please share their Fresh Desk experience with me? 1. How long have you been using FreshDesk? 2. Do you have any concerns about security when using FreshDesk? Email security, phone security? 3. What do you like the most about using FreshDesk? 4. Do you use the M.S. Teams with Facebook? 5. Have you created a knowledge base for your clients so they can help themselves? 6. Lastly, do you use Canned responses to save your agents the time of replying to common questions?

Is there a way to trigger an alert when a Knowledge Base article is added or altered?

Hello, When I create an article in our company’s Knowledge base, I need to customize it with code. I saw that there is a code view, but it seems that the HTML code I configure does not work as expected (I tested in a different environment and it worked). I am trying to code dropdown content buttons. Is it possible on Freshdesk system? If it does, what is the best way to do so? I want to have the option to click on a buttom with a subject, and that button will open a sub-article. I need several buttons inside one article. Thank you, Amit

Hi I was looking for if there is a way to achieve below two things Search faq articles from knowledge base with some filter in it . For example if i have multiple products whose FAQs are stored in the same account and i want to use the search API of FAQs using some filter that will only fetch FAQs with that particular filter ( I saw that Fresh-chat mobile SDK offers this as solution but does not have APIs associated with it) 2 . Use FD knowledge base similar to how FC knowledge base is created in SDK (with all the filtering capabilities that they have )