Replies posted by sajesh.krishnadas
Makes sense. I am assuming you are not using the automatically generated related articles list because you want to define the list of articles and curate it for every article. If we come up with the option to manually choose the list of articles for the related topics section, does that solve your usecase? I am just thinking out loud to see what would be the best solution.
Thanks for the quick response Bill, appreciate it. Glad to know that the current solution helps in updating the author information. I think you have already captured the essence of our plan and the way we wanted to tackle the use-case. You were right by saying that agents would come and go and we definitely want the business and its operations to continue without any disruption. We already thought about showing a confirmation while removing an agent and the option to change the ownership right then and there. However, it would require a lot more changes across the product and we will look into it in the future based on the feasibility. Alternatively, we are thinking of allowing the option to edit articles with the author as 'Deleted agent' and automatically change the ownership to the agent who is editing it. In that case, we don't have to worry about blocking agents from making changes to the articles. We will keep the thread updated when we progress on those lines.Once again, thanks
Hi Bill,Hope you are doing good and staying safe. Based on our earlier discussion, I thought I will update about some of the improvements we had made over time that addresses the long-term plan. 1. Filter by deleted agents - You can filter and get the list of articles that has 'Deleted agents' as author. You just need to choose 'Deleted Agent' from the Author dropdown (shown below).2. Change author (in bulk) - Once you have the list of articles that needs to be updated, you can choose to select the required articles from the list and click on 'Change author' to transfer the ownership to existing agents. Let me know if it works. Thanks,Sajesh
No more going back and forth between tabs to get the link of an article to be hyperlinked. I know it has been a difficult process so far and we have an answer to it now. With the new Interlinking article capability, you can quickly search for articles in your Knowledge Base (or choose from suggestions), even give it a quick read and add the right ones as links - all from the same screen. Give it a try by simply clicking on the Insert link iconon the knowledge base editor or use the shortcut Command (⌘) + K and let us know how it works. - Sajesh
Hi Trantor, With the new Knowledge Base, we had launched a bunch of improvements which included dedicated list views, advanced filters and bulk actions. From the hamburger menu, you can choose All drafts to get to the list of draft articles. From the list, you can select the required set of articles and click on Publish on the top right side. You can read more about it here: https://support.freshdesk.com/support/solutions/articles/50000000122-working-with-article-list-viewLet me know whether it helps.- Sajesh
GREAT NEWS!!! The new Knowledge Base is now available to all of you - our valuable customers. We take this opportunity to thank each one of you who has shown interest from the beta stage and has been helping us with lots of valuable feedback. You played a key part in making it a great success and helping us perfect every piece of it. Please do keep your feedback coming our way and we will ensure to work together in bringing more capabilities.
Thanks Jérôme. I am assuming you are talking about the customer portal and we have an existing integration with Google Translate which will introduce a widget allowing users to change to the required language. You can read more about it here: https://support.freshdesk.com/support/solutions/articles/205248-google-translate-app-for-freshdesk-customer-portalHowever, if you are already having multilingual Knowledge Base, the ideal way is to have required translation on each language. You can read more about setting it up here: https://support.freshdesk.com/support/solutions/articles/219745-setting-up-a-multilingual-knowledge-base@Arnau - The new KB is enabled for your account.
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