Replies posted by deborah.strickland
Excellent news. I just now tried it and it works well. This solves a big problem for us, Thanks to the team for implementing this in such a timely manner. I do notice that it returns different results which is a potential problem. Example - searching for "wifi" and "wi-fi" return a different set of articles when the true results should be both sets of articles treating the hyphen as if it didn't exist. In most cases the punctuation should be ignored. The example you show with "in-depth" should return the same case for "indepth." Same holds true for many words like online v. on-line. Can this enhancement be reviewed by the team?
FD vs FSArchived
One other clarification is that FD is meant more for customer service ticketing for external users, whereas FS is targeted toward an internal IT department managing your own organization and employee needs. FS is also uses the ITIL framework if that is important to you. We were using FD for external customers but then decided to switch over to FS since that was already used by our internal IT team. We didn't want to manage two systems.
Suggestions for SolutionsArchived
For a template solution I made my own and saved it as a draft in each category. To create a article I edit the template and copy/paste it to a new article. It's a few steps but at least I don't have to recreate something. I agree it'd be nice to have a template you can create and have it be part of the New Article option.
FD vs FSArchived
I've used both as a knowledge base repository and as a ticketing system. They are very similar with the UI and customization. FS is meant for more than ticketing and KB articles though. It also lets you manage assets (e.g., new hire computers, purchase software), and much more. The best way to learn the difference is to open a trial account and poke around the Admin menus. I'd recommend completing a requirements doc first and then check off the features each tool has.
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