Replies posted by sajesh.krishnadas
Matthieu - That's definitely not the common behaviour because we use a lot of bullets as well and it works without any issues. I guess it may be because you have customized the portal and have overridden the CSS for these elements. You can go to Admin->Portals->Customize_portal and check the stylesheet.
Ellie, that's a great point you brought to the table. Interestingly, we are already working on Export option from the list page, it should be rolled out in few weeks. However, it wouldn't be possible to get the views/likes/dislikes for a specific period as we have only the total count. We will get there soon. Steve & Brianne - the new KBase is already available in your accounts. Give it a try when you have sometime and share your feedback. Jenne - We have been rolling it out to batches, the complete rollout will be over by next week. It is already available in your account, let me know if you don't see it.Deniz - We have enabled it for your account now. Please let me know when you try it out.
Hey Bill,Thanks for sharing your valuable feedback and detailing upon the concerns along with great suggestions, appreciate it. I will try to answer every part of the concern:1. Every article in Freshdesk should be mapped to an agent (author) and it is mandatory. Else, we are talking about breaking the way articles are stored and the way ownerships are assigned. The same reason why users (without change author permission) are not able to edit and save the article because an article cannot be updated without the author information.2. Author of an article are considered as the owner of the content and it is critical because they will be informed about any feedback received from users. 3. When an agent is removed from Freshdesk, they are converted as a contact and an article cannot have a contact as the author because of Point #1 and #2. 4. Changing ownership of an article cannot be a privilege given to all the default roles. It is available to any users with account management permission
Alexander, the new Knowledge Base is already available in your account. In case you are looking for the multilingual capabilities, it should be available from Garden plan. You can choose to trial the higher plan by clicking on 'Explore your plan' on the top right corner and experience it. Let me know how it goes.
Ellie, you will have the option to list all the articles in your Knowledge Base and view the article usage from the same list. You don't necessary have to navigate to each article to view the usage information. Follow the below steps:1. Simply click on the hamburger menu on the top left corner () and choose All articles from the list. 2. Customize the table by clicking on the gear icon () on the top right of the table and add Views to it.You will see the required list of articles along with required data in the same view. Similarly, you can add additional information such as Likes or Dislikes to the list. Let me know if it works.
Hi Craig, Happy to know that you are liking the new interface. Thanks for taking your time to share some great feedback, you can find my comments below:1. The auto-scroll is definitely valid and we will make the required changes shortly. On the folder settings, we have already introduced automatic reordering of articles and you can choose to order articles by created data or modified date or even alphabetically. 2. Basically, we will show all the categories that are associated with the portal. In case you have removed the association, the same will be available under the option Unassociated categories when you click on the hamburger menu on the top left corner () along with other default views.Can you help me understand on the need to unassociate the category to make it internal. Instead, you can just choose to set all the folder's visibility to 'Agents' for those categories to make it internal rather than removing the association. Let me know if that works.
Craig, Thomas, Jared, Fabrice, William & Mallory - Thanks for showing interest in our shiny new Knowledge Base. We have enabled it for your accounts now, take it for a spin and share your valuable feedback.Don't forget to learn more about the Multilingual capabilities added to the Knowledge Base.
Melody - hope you already spotted the copy link option . You will find it towards the top right corner on the article page and we have additionally added it for folders as well so that you can quickly copy the folder links. Give it a try and let you know what you think. @Anthony- the new Knowledge Base is already enabled in your account.
Igor - Thanks for sharing your feedback, the team was super excited to hear it. - Great idea on sorting the articles. It is already in our radar and we are working on ways to come up with a scalable experience on the table list. Meanwhile, you should check out the article filtering options available on the higher plans - filter by author, status, category, folder, tags and even 'created at' & 'last modified at' time period. - For strike-through, you can simply select the text and hit Ctrl + S (in Windows) and Command (⌘) + S (in Mac). It will not work like magic.- Totally understand the multiple clicks involved in linking an existing article. We are thinking about bringing a quick way to search an existing article and add them as links while creating an article - all from the same screen. Looking forward to hear a lot of such amazing feedback.- Sajesh
@JoAnn and Rob - the new KBase is already available for your accounts. @Melody- you brought a great point, it wasn't a miss, you will see the copy link option in just a week. @Jorgen - Regarding Multilingual KB, you will hear from me in a day or two. The improvements are coming out soon.
Michael, Alessio and Stefan - We have enabled the new Knowledge Base for your accounts, take it for a spin and share your valuable feedback.Ronald, Tomas, Anja, Scott & Chris - We will enable for your accounts soon.@Annette - Thanks for sharing your feedback. Regarding the preview option, we don’t have any known issue so I have dropped you an email to better understand the issue.@Vanessa- I guess you are referring to the forum topic notification, you can simply unfollow the topic to stop receiving further notifications. Click on ‘Following’ next to the topic to unfollow the topic. Thanks Zachary - our team is super excited to hear it, thanks for making our day.
We have enabled the new Knowledge Base for the next batch of accounts. P.S. You may still not see the new Knowledge Base because:- you haven't refreshed your page- your account may have multilingual KB- you may have multiple accounts mapped to your name - your account is queued for the next batchFeel free to share your feedback about the new look :)- Sajesh
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