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Portal/Knowledge Base

Portal/Knowledge Base

  • 273 Posts
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273 Posts
jackii29
Apprentice
jackii29Apprentice
asked in Portal/Knowledge Base
Curious if upcoming Freshworks updates will focus on large data handling?

Hello Freshworks Team & Community,I was going through the recent product updates and it made me wonder if any upcoming releases are planned to improve performance for users handling large datasets. For instance, while working with verification records such as 8171 check online CNIC files, Freshdesk sometimes slows down or becomes unresponsive.Are there any updates in the pipeline that specifically address: Optimizing Freshworks speed with bulk uploads Enhancements in storage or memory handling Tools/features designed for heavy financial or verification datasets It would be great to know if this area is being considered in future product updates.Thank you!

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jackii29
Apprentice
thomaschacko440
Apprentice
thomaschacko440Apprentice
asked in Portal/Knowledge Base
merge both in to one report

I have two reports scheduled in Analytics. One is related to tickets and the other one is about software under assets.Please advise if it is possible to merge both in to one report before pulling into Power BI?

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thomaschacko440
Apprentice
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Apprentice
Thomas EdwardApprentice
posted in Portal/Knowledge Base
What Are The Types Of Workplace Pension Schemes In The UK?

Workplace pensions play a vital role in helping employees save for retirement while giving employers a structured way to support their staff’s financial future. In the UK, pensions are a legal requirement for eligible employees under auto-enrolment, but not all workplace pensions are the same. Employers and employees alike should understand the different types of workplace pension schemes available, as they affect contributions, investment growth, and retirement outcomes.Main Types of Workplace Pension Schemes1. Defined Contribution (DC) Pension SchemesThe most common type in the UK, DC schemes are based on contributions made by both the employer and employee. The money is invested, and the value at retirement depends on contributions made and investment performance. With this type of scheme, employees bear the investment risk. Advantages: Flexible contributions, tax relief, potential investment growth. Disadvantages: Pension size depends on market performance, not guaranteed. 2. Def

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Apprentice
rubyy59
Apprentice
rubyy59Apprentice
posted in Portal/Knowledge Base
"How can I track and measure the effectiveness of my knowledge base articles in Freshdesk to ensure they are meeting customer needs?"

Hello Freshworks Community!To ensure your knowledge base is genuinely effective in meeting customer needs, it’s essential to continuously track and measure its performance. In Freshdesk, you can use key metrics such as article views, search queries, feedback ratings, and resolution rates to evaluate how well your content is serving your customers. For example, high engagement with certain articles or a pattern of frequent searches for specific topics could highlight areas where your knowledge base excels or needs improvement.Customer feedback—whether through thumbs up/down, comments, or satisfaction surveys—provides actionable insights into whether the content is truly helpful. By closely monitoring these metrics, you can identify outdated or unclear articles and update them, ensuring your knowledge base is always aligned with your customers' evolving needs.This approach allows you to optimize self-service support, reduce ticket volume, and empower customers to find solutions quickly,

142
rubyy59
Apprentice
Jnovozinsky
Apprentice
JnovozinskyApprentice
asked in Portal/Knowledge Base
Approval Portal Details

Hello,I am having an issue where service requests submit via the portal are not showing BOTH the details of the service request and all the comments, replies, and public notes included in the ticket.The portal approval link only shows the details of the requested item:The public ticket link does show the comments, replies, and public notes, but does NOT show the details of the requested item, nor does it provide a way for the approver to approve the ticket: I need a way to have just one landing page that shows all of the following:The details of the requested item The comments, replies, and public notes within the ticket A way to approve or reject the itemIs there a way to do this? Either via some built in Freshservice setting or HTML?Thanks!

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Community Debut
b joyce
Apprentice
b joyceApprentice
asked in Portal/Knowledge Base
Limiing access to how to articles

I'm using the free version of Freshdesk. Am I able to post how to articles limited to the staff in my organization?If not, is there a paid version that allows me to do this?

344
mahendarsingh
Community Manager
Tanveer6279
Apprentice
Tanveer6279Apprentice
posted in Portal/Knowledge Base
How do you surface key customer insights across Freshworks products?

Hello Freshworks Community!I’ve been digging into ways to streamline cross-functional visibility in our organization, especially when it comes to tracking customer behavior and support metrics across products like Freshdesk, Freshchat, and Freshsales.Specifically, I'm trying to: Identify patterns in customer tickets alongside sales touchpoints Share concise insights quickly with marketing and leadership Avoid bouncing between multiple dashboards or reports Right now, useful insight ends up buried in individual apps, and context gets lost when we switch tools. I'm curious—how are others tackling this? Are you creating centralized dashboards using platforms like Freshpanel or exporting data into BI tools? Any success aggregating attribution, ticket volume, and account activity data into one view? What’s your process: scheduled reports, snippets in daily stand-ups, cross-product board reviews? Let’s swap ideas—I’m sure many of us face similar workflow gaps, and maybe we can learn

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Tanveer6279
Apprentice
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Apprentice
davidwilliam25Apprentice
posted in Portal/Knowledge Base
Introduction Dario Schiraldi Deutsche Bank Executive

Hello Community, Dario Schiraldi Deutsche Bank Executive, brings over 20 years of leadership in global finance, specializing in investment banking, asset management, and private equity. His career spans top-tier firms and entrepreneurial ventures, where he has developed tailored investment strategies for high-net-worth families and organizations, ensuring optimal financial growth.I'm joining the Freshworks Community to connect with a global network of professionals, share insights, and stay updated on the latest product developments. This platform offers opportunities for networking, mentorship, and career growth, fostering a collaborative environment where members can support and inspire each other. By engaging with the community, I aim to enhance my knowledge, contribute to discussions, and leverage the collective expertise to solve challenges and innovate within the Freshworks ecosystem.

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Apprentice
Thomas EdwardApprentice
asked in Portal/Knowledge Base
What Is A KIT Day In The UK? A Guide For Employers

When employees go on maternity or adoption leave, staying in touch with the workplace can be tricky. That’s where KIT days, short for Keeping in Touch days, come in. These are optional workdays that allow employees to return to work for a limited number of days without ending their leave.For UK employers, understanding KIT days is vital for supporting staff and managing payroll correctly. Let’s explore how they work, what’s allowed, and how to use them properly.What Is a KIT Day?A KIT (Keeping in Touch) day allows an employee on maternity, adoption, or shared parental leave to work up to 10 days without ending their leave or losing their statutory pay entitlement.These days are designed to help employees ease back into work, attend training, meetings, or simply stay updated on workplace changes.Are KIT Days Mandatory?No. KIT days are entirely voluntary, for both the employer and the employee. There is no legal requirement for either party to agree to them.However, they can be a useful

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Apprentice
Mike BApprentice
asked in Portal/Knowledge Base
Does Knowledge Base look into linked PDF files?

Has the ability to search within linked PDF files (via <a href=”...pdf”>) been added? Or attached PDFs? I see discussions about it from a couple of years ago, but I didn’t find anything recent.Thanks!

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Apprentice
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Antonio Meola
asked in Portal/Knowledge Base
Requesters aren't able to add CC to ticket

Hi all,requesters are allowed to add in CC other contacts from your tenant, but when they try to do it the results are the following:I’ve checked that users are allowed to do so in the Field Manager > Ticket Fields, and they are, but unfortunately it doesn’t work. Could you please give me some advice to get the CC field work properly? Thanks.

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Contributor
mcdmenu37
Apprentice
mcdmenu37Apprentice
posted in Portal/Knowledge Base
Exciting McDonalds Toys and Rewards UK 2025

At McDonalds Menu UK 2025, we're more than just menus and meal prices — we’re your go-to source for everything fun and exciting happening at McDonald's across the UK. One of the most loved traditions? The McDonalds Toys and Rewards that come with every Happy Meal and seasonal promotion.Why McDonalds Toys Are So Popular in 2025The joy of getting a surprise toy with your meal never gets old. In 2025, McDonald’s UK has launched a fresh wave of collectable toys that kids love and adults enjoy collecting. Each month brings a new theme — from animated movie characters to educational and Eco-friendly toy sets.Popular Toy Themes This Year Animated movie partnerships (Pixar, Disney, DreamWorks) Recyclable and sustainable toys for eco-conscious families Limited-edition collectibles during holidays and events These toys make every visit memorable and bring families back again and again. McDonalds Toys and Rewards UK for 2025What Are McDonalds Rewards in the UK?Along with toys, McDonalds Rewar

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mcdmenu37
Apprentice
Finch37
Apprentice
Finch37Apprentice
posted in Portal/Knowledge Base
Tasty Dutch Bros Breakfast Menu That Fans Love

When you think of Dutch Bros, you might instantly crave their energizing Rebels or creamy Breves — but did you know they also offer some surprisingly tasty breakfast options? While Dutch Bros isn’t a full-service breakfast chain, their menu still has several items and combos that make your morning better. Here's a flavorful look at the Tasty Dutch Bros Breakfast Menu you’ll want to try in 2025.A Quick Bite to Start the DayWhile Dutch Bros is known for drinks, many locations offer grab-and-go breakfast snacks that perfectly complement your favorite coffee or energy drink. You might find: Muffins & Muffin Tops – Soft, sweet, and baked fresh, these are perfect with a morning latte. Granola Bars – Packed with oats, nuts, and a touch of sweetness for energy on the go. Bagels & Spreads – Some locations carry bagels with cream cheese or sweet jams. Each snack pairs well with classic Dutch Bros drinks like the Kicker (Irish Cream Breve) or Annihilator (Chocolate Macadamia Nut Breve

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Finch37
Apprentice
LukeC
Skilled Expert
LukeCSkilled Expert
asked in Portal/Knowledge Base
Requester Field (Support Portal) - Disable/Hide Options

Current Behaviour in Freshservice (Requester Support Portal): When customers log incidents via the support portal, they can manually input any email address in the Requester field (if that field is visible and editable). If they enter an email address other than their own (e.g., on behalf of a colleague), and that email is not already a contact, Freshservice auto-creates a new contact. This can: Create unauthorised or unaudited users. Skew ticket assignment and tracking. Introduce security or compliance concerns (unauthorised requester identities). We have had a combnation of the etioned issues occur and as I have used business rules for forms to fix  number of form fields in the past I thought the ideal scenario would be to diable the field for use - therefore allowing it to be read only and not valid for editiing. If this did not work I would just hide it from the INC form. I found I was unable to do any and cannot find a valid workaround that removes the ability fo

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LukeC
Skilled Expert
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Apprentice
KennedysNicApprentice
asked in Portal/Knowledge Base
Solutions in Draft status visibility.

Hello,When solution is in a draft status and only visible to agents for the folder, will that solution appear in any searches with in the ticket or Servicebot.The reason for ask to provide context, management want a “hidden” folder to archive solutions that are no longer used, etc. as there is no way to “hide” these via checkbox or other method, the ide was to but them in a folder that is only visible to agents (as there is not option it make it only visible to a particular group) and then leave them in a draft state - my understanding that any solution in draft should be used for ticket solutions, etc. but I cant find any documentation that confirms this.Thank you

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N
Skilled Expert
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Apprentice
cburke_pcsiApprentice
asked in Portal/Knowledge Base
Remove "Request for" within Service Requests

I’d like to remove the “Request for” field within service request items in our service catalog, but haven’t been able to find anything that speaks to doing this. Within a service request item, when I now select the field, I get this pop-up. I would love to uncheck the ‘Visibility in portal’ which I think would achieve my end goal. However I’m unable to uncheck that box.  Has anybody been able to do this?

23557
LukeC
Skilled Expert
corndoggy
Apprentice
corndoggyApprentice
asked in Portal/Knowledge Base
How to hide an entire section on support portal depending on requester group

I'm looking to create a dedicated section on my support portal featuring onboarding and offboarding cards exclusively accessible to HR department users.Currently, utilizing the Service Management - Employee Onboarding configuration allows me to conceal the onboarding/offboarding cards for individuals outside the designated contact group. However, I want to extend this capability to hide the entire section.The reason I want to hide an entire section is because I intend to customize the cards by incorporating a heading, buttons, around it, thus card concealment is insufficient; I require the ability to hide the entire div.If anyone is familiar with the JavaScript logic responsible for hiding cards based on contact groups, I would greatly appreciate guidance in replicating it.Thank you!

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Community Debut
LukeC
Skilled Expert
LukeCSkilled Expert
asked in Portal/Knowledge Base
Knowledgebase Folder Visibility - Agents AND Requesters Visibility

Hi All, I currently have a scenario within my organization in which we have a number of limited agents working with a restricted role which allows them to work on a set of ticket within their set queue. I have noticed that when reviewing the solutions area of the self-service portal (when assuming identity) that they limited agents are able to see areas within the knowledgebase I would prefer they not. The areas in question are currently configured to be managed by a technical agent group within the business and visible to select requester groups. This leads me to two questions.If the visibility setting is set to requester groups, does this by default give all agents access to the folder? If Yes is the answer to the above, is there a way around this?I want to allow visibility to select requester groups as they are customer facing articles, however not all agents should have visibility of them. I’m keen to know if anyone else has had this issue and of any workarounds. Any assistance wou

634
Kenn1994
Community Debut
F
Apprentice
Fabiola RInaldoApprentice
asked in Portal/Knowledge Base
Portal preview is different at publishing

Hello,  I don’t know if anyone has met the issue before. I’m currently using the multi-product feature for my portal. I’ve custommized the front page to have clickable icon. The set-up is good in the preview but when I publish teh theme, I have a completely different view. 

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Z
Community Debut
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Contributor
Dan UdellContributor
posted in Portal/Knowledge Base
Incidents and Services

Working in IT I am very familiar with the difference between incidents and services but many of our end users are not. When you arrive at the landing pages you see the links for report an issue and request services from an one of the teams Most users see the button for IT and just go there, Therefore defaulting to service much more than incidents.Is there any advise on supporting end users to log them right in the first instance rather than engineers spending loads of times correcting tickets

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PriyankaRam
Community Debut
C
Apprentice
Captain PugwashApprentice
asked in Portal/Knowledge Base
Ability to hide a card/button in portal when a User is logged in (show card/button for logged off user only

Hi Everyone, I have a use case where a custom login button is required for two separate groups of users with help text below.I’ve successfully created using buttons and or cards, I now want to hide these when the user is logged in. e.g only show the login button/card and text when user is not logged in. Have tried to find something in the forum already, only thing that looks relevant has no replies. 

871
Shiva shankari R A
Community Debut
tjrhewitt249
Contributor
tjrhewitt249Contributor
asked in Portal/Knowledge Base
Recommendations for customizing look and feel of the help center

We don’t love the default look and feel of the help center.  I saw a bunch of examples here but I’m curious if anyone has a sense of how those companies built those sites from the Freshdesk portal?  Was it just heavy CSS customization?   Anything else required?  Any suggestions for us?

861
VaibhavS
Contributor
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Top Contributor
MaxJTop Contributor
asked in Portal/Knowledge Base
Requester able to mark ticket as closed (shared ticket)

Hi! I’m not sure if this is a bug, but it seems strange to me. If you share a ticket with a requester it seems like they are granted the ability to mark that ticket as closed in the portal.   From the perspective of the requester to whom the ticket was shared:   Then, when you reply from here you can not delete the message in freshservice even as an admin:  Any idea what is going on here? I cannot seem to find an option to remove the “Mark ticket as closed” for requesters for shared tickets.

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R
Community Manager
lee.cliff
Contributor
lee.cliffContributor
asked in Portal/Knowledge Base
"Code View" in Solutions (Knowledge Base) for FreshService doesn't do anything?

Freshservice’s “Code View” seems pretty redundant. I make an adjustment and it doesn’t save any of my changes. What’s the purpose of the article-by-article Code View if you can’t make any granular changes? (Honest question, I’m sure that could sound snarky but it’s not :-)). To clarify, I can edit <p> text </p> the “text” of that paragraph, but I anytime I try to modify the styling already there or add my own, the save just clears out the information I have put in.  

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Community Debut
Jessica Mell
Contributor
Jessica MellContributor
asked in Portal/Knowledge Base
Feedback Options Disappear After "Yes" Response on Solution Articles — Can This Be Reset?

We’re currently using Freshservice for our knowledge base and I’ve noticed something I’d love some insight on.When a user selects "Yes" to indicate that a solution article was helpful, the feedback options (like the "Was this helpful?" prompt) no longer appear at the bottom of that article for that user.Since our knowledge base content is dynamic and frequently updated, we want users to always have the opportunity to provide feedback—especially if their experience with the article changes over time.My question is:👉 Does Freshservice ever reset this behavior so that the feedback prompt reappears for users who previously submitted feedback?👉 Is there a way to configure the system so that feedback options are always visible, regardless of past responses?Any guidance, workarounds, or admin settings I might have missed would be greatly appreciated!Thanks in advance,Jessica

261
Kamakshi V
Community Manager

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