Hello @Benjis,

Greetings from Freshworks community.

You can create a folder named “How to configure account“ and create a knowledge base inside that article and insert videos so that the new customers can view those. Please refer https://support.freshdesk.com/en/support/solutions/articles/50000002051-using-advanced-formatting-options-in-the-knowledge-base

If required, you can also create a new section which points the customer to directly to the vedio article if required using portal customization.

I hope this helps! If you need any further assistance feel free to respond here :)

Thank you Yusuf for your answer! I know I can embed a video inside an article, but I would like to display videos directly in a solution category on top of the article list. Is it possible or I have to make a custom theme/page for that? 

@Benjis Thank you for your response. Currently, we don't have a direct option for displaying videos in a solution category. However, our portal supports customization, and you can create a custom theme/page to achieve this by placing the video atop the article list.

Feel free to reach out if you have further inquiries. Have a nice day !

I’ll see with with our developpers what we can do to customize the theme. Thank you! Have a great day!

I am also facing this issue. This is 100% solution to solve this issue.

This Instagram Anonymous Stories viewer is really useful for watching stories and videos privately without logging in. It’s fast, safe, and easy to use, and now adding a training (videos) section would make it even better for learning how to use all features quickly. Perfect for anyone who wants to stay anonymous while exploring Instagram content.

Hi there 👋

That’s a great question! Since you already have separate portals for Solutions (articles) and Support (tickets), you don’t necessarily need to spin up a completely new portal just for onboarding content.

If your goal is to guide new customers with videos and structured information, you have two practical options:

1. Custom Section in Your Existing Theme (Breezy)

   • Since you’re using a custom Breezy theme, you can create a dedicated section or category specifically for onboarding and account setup.

   • This way, new customers can easily find all “Getting Started” resources in one place without having to navigate away from your main portal.

   • Breezy supports embedding videos, so you can mix text, screenshots, and video tutorials directly in your articles.

2. Dedicated Category or Folder in Solutions

   • Another clean approach is to create a “New Customer Onboarding” or “Account Setup” category inside your Solutions portal.

   • This keeps everything centralized and still allows you to track article views, engagement, and feedback just like your other KB content.

 A completely new portal usually makes sense only if the content is very different in purpose or audience. For onboarding guides, keeping it integrated with your existing customer-facing portal (via a custom section or category) is usually the smoother experience.

That’s a great idea, Benji! Instead of creating a separate portal, you can add a custom section within your existing Breezy theme to showcase training videos. This keeps everything unified and helps users find all resources in one place. You can use widgets or embed video tutorials directly within a “Training” or “Onboarding” section.