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Unlocking AI Potential in Customer Support and Agent Productivity - The Freshworks AI Maturity Model

21 days ago

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Using Freshdesk
Knowledge Base

Knowledge Base

Using Freshdesk

76 Posts
204 Replies

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76 Posts

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

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 )

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.

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!

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 ?

debbyhsuApprentice

asked in Knowledge Base

How to automatically shorten solution article URL?

Currently the default URL of solution articles are very long, especially when the article title is in Mandarin (e.x. https://soundsgreat.freshdesk.com/zh-TW/support/solutions/articles/72000513462-%E6%88%91%E5%8F%AF%E4%BB%A5%E6%8C%87%E5%AE%9A%E4%B8%8A%E6%9E%B6%E6%99%82%E9%96%93%E5%97%8E%EF%BC%9F) Is there anyway I can set up a custom shorten URL whenever I create a new article, instead of having to manually use 3rd party short URL service? Thank you

freshjubaApprentice

asked in Knowledge Base

Links to articles, agent portal vs support portal

In the knowledge base, is it possible to create links to other articles, which, when editing the article in the agent portal, point to the editable version of the article, and, when viewing it as a customer in the support portal, point to the customer facing version?In other words, is it possible to create links to other articles which would have the same URL prefix (https://mycompany.freshdesk.com/a/solutions/articles/ vs. https://mycompany.freshdesk.com/support/solutions/articles/)?

EstherTop Contributor

asked in Knowledge Base

Do I really have to duplicate my solutions if they fit in more than one category

Hi,Please advise whether one still has to duplicate solution articles to include them in different categories or is it now possible to add multiple categories to one solution?Thanks

asked in Knowledge Base

Related Articles show logged-in-only articles

The article list shown in “related articles” includes links which are in folders set to “logged-in users only” view. How can I change this?Users are led to a login site, which is not very elegant.I don’t want to set it to agents only or unpublish all 100 articles set to logged-in only.

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.

cathymcApprentice

asked in Knowledge Base

Expanding solution view to full page without log in

I am setting up solutions in my Knowledge base and then people using my web app can access the solutions via the Freshdesk widget on the site.I have set all the solutions to make them visible to all users.The solutions show in the window on the page but when they click the expand button to see the solution on a full page it says they need to be logged in. What am I doing wrong?

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.

MBragaTop Contributor

asked in Knowledge Base

FreshDesk - Only some customers can view solutions

Good morning,Can I make certain customers see only certain solutions?eg customer A (company XX) has customizations that customer b (company YY) does not have. Can I make it so that customer A can see some solutions related to his customizations and customer B does not see them?

mdouserApprentice

asked in Knowledge Base

Solution Articles Formatting too much whitespace

When I view the solution articles in Agent Mode it looks fine, but the formatting in Customer Portal is much skinnier (there is too much white space on either side of the article - see attached). Any tables I include in the article don’t fit properly. Is there any way to format solution articles so they use more of the available space on the screen? Do I need to be on a specific paid tier or use a custom theme?

kklingenbergApprentice

asked in Knowledge Base

Automatically added entries to the Knowledge Base via kbase email crashes the app

While testing the functionality documented here: Is there way to add tickets automatically to the solutions or knowledge base?Any email sent to kbase@<yourcompanyname>.freshdesk.com from your agent email address would be created as a draft solution article inside your Freshdesk Account. You can choose to have this email address added as a bcc email if you'd like to have all tickets automatically added to the knowledge base or you can also manually forward the tickets to this email address, which would save them as solution article drafts.I found that tickets do correctly end up as drafts in the Solutions section --the Knowledge Base-- but there’s several issues which happen once you decide to edit them:Upon entering the edit view, the app won’t ever react to actions (publish, cancel, not even menu navigation). I checked the JS console and saw several nasty errors both on Firefox and Chrome. The right bar of “article properties” doesn’t show up. I suspect this is caused by the pre

caygriSkilled Expert

asked in Knowledge Base

Youtube video in KB Articles low resolution

Did you noted the Youtube video in KB Articles have low resolution?I see in my helpdesk all embed video are in low quality but if i open of youtube are perfect!

stevemcTop Contributor

posted in Knowledge Base

Freshdesk Ideals forum - Submit and Idea button is not working

The “Submit and Idea” button in FreshDesk Ideas Forums does not result in any action. Appears to be broken.I click the button below and nothing happens.

NihashiniApprentice

asked in Knowledge Base

Filtering the article based in the number of views (hits)

I wanted to display the articles based on tags, if the articles exceed some 100 numbers, then I will have to filter them based on the number of views,so that I can show only first 10 most viewed articles in my page.kindly, help me out.Thanks

djacksonApprentice

asked in Knowledge Base

ticket.portal_url contains https when it should contain http

As you can see in the following screenshots, the tag produces a URL with HTTPS when it should produce a URL with HTTP. Our customers are complaining because the URL causes the browser to indicate that they are being directed to a non-secure website.

AdelApprentice

asked in Knowledge Base

Need RTL Support for Solutions Articles

How can we get RTL Arabic to be formated in the Articles?Can we do anything to the CSS document?

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