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Knowledge Base

Using Freshdesk

67 Topics
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67 Topics

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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

2cw-supportContributor

asked in Knowledge Base

number of open tickets on dashboard is wrong

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.

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

runshotgunApprentice

asked in Knowledge Base

Font size in articles

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!

victorcasajuanamasApprentice

asked in Knowledge Base

Multiple questions for the same knowledge article

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!

sarinkApprentice

asked in Knowledge Base

Knowledge base article creation challenges

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

RogierSkilled Expert

asked in Knowledge Base

Broken link in documentation

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

RWSHollApprentice

asked in Knowledge Base

Would you please share your experience with Fresh Desk please?

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?

Csp101Apprentice

asked in Knowledge Base

Fetch FAQs from FD knowledge base on basis of some tag that can associated

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 )

zepheeApprentice

asked in Knowledge Base

Knowledge base alerts

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

Amit.sApprentice

asked in Knowledge Base

Creating an advanced article on the Knowledge base

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

tmullanixApprentice

asked in Knowledge Base

JavaScript in an Article

I’d like to make a simple calculator type application in a Solutions article. I want to allow customers to be able to enter a couple fields in and I’d spit out an answer. I tried just adding some <script> </script> in with a simple call, but it just gets displayed as code.I want the JavaScript to execute instead of just being displayed.

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?

MckHelpDeskApprentice

asked in Knowledge Base

Options for backup of Freshdesk solutions content

Hi,Now storing a lot more “solutions” for our help desk staff. What provision or options do we have to make sure we do not lose all these valuable notes? I see an export to xml but not very user friendly and would have to remember to periodically download and store the data. Thanks,

KrimirauschSupportApprentice

asked in Knowledge Base

Articles directly under Category (without Folders)

Hey guys, Can I create articles directly under Categories, so the user won’t be able to click the Folder? In our case this would be an unnecessary step to get to the article directly. Can I either: Make the Folder not clickable Place Articles directly into the Category (without creating a folder)Thanks in advance!

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”

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

tmullanixApprentice

asked in Knowledge Base

Strange line spacing in Articles

Hi All,We’re seeing strange spacing in our articles. Here’s an example of a previewHere is what it looks like when I edit it. It is set to normal, Helvetica Neue, and 16pt. How can I control all the white space around the unordered list? Ditto on a single blank line looks like two blank lines. Thanks,Todd

ali.vApprentice

asked in Knowledge Base

Searching Japanese texts does not work in articles [Solutions]

we have a customer facing portal, going to use Freshdesk Solutions to create articles for FAQ in Japanese. The main problem is “search”: Searching simple Japanese Texts DOES NOT work. It doesn't matter if they are separated by space or any character or if they are in one line. it does not work. I even put them as a Keyword in each line, it did not work. the same works for English texts.see belowscreenshot of article , note the two English and Japanese words added as Keywords: if I search for English text (works as expected ) if I search for a Japanese Text ( doesn't work while clearly separated in one line ):The only suggestion from Freshdesk support is to put the text we are searching between quotation. It works, but It simply does not solve the problem as it is a customer facing, we can not enforce users to do this all the time. Please note, the same applies if user search for anything, even full article name. we need a solution to let users simply search japanese texts without a ne

nance7Apprentice

asked in Knowledge Base

Is it possible to have confidential Articles not visible to all contacts?

Hi,Is it possible to have confidential Articles not visible to all contacts?Thanks for any response!

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 ?

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