Topics started by sajesh.krishnadas
Here are some important updates we have apart from performance improvements and bug fixes to enhance your experience:Requester widget on ticket details page With the requester widget, you can now customize/add upto 15 fields to be displayed in the requester info section. This makes it easy for your agents to get relevant context about the customer directly from the ticket details page. The fields can be a combination of contact as well as company fields of the ticket requester. You can do this by clicking on Customize requester widget under Admin > Customer fields in your helpdesk. Learn more.New Editor for Knowledge BaseOur new Knowledge Base editor now includes powerful formatting options and an updated authoring experience making this feature more user friendly. Learn more. Remove Quoted Text OptionYou can remove the clutter and send a clean reply by removing quoted text while responding to your customers. Changes in Automatic Ticket AssignmentAutomatic ticket assignment will now
Hello everyone,We’re super thrilled to roll out Article Templates for Freshdesk Knowledge Base. You can start creating templates for your articles and make the entire content creation process fast and efficient.Manage templatesWith the list page, it's quick and easy to access all your templates - create new ones, clone from an existing one or even get started with an article using a template.Create TemplatesYou can create templates such as step-by-step guides, installation guides, how-to or release notes based on your business needs and the team can simply choose from the list of templates to start working on their articles. With granular permissions, you get to choose who has the permission to create and manage templates within the team. Mark as defaultMany a time, you would always want your team to get started on a specific template rather than starting on an empty page. The default template option can also be extended to add certain content and formatting guidelines as well as shari
Hello everyone,You might have recently read about a major update to Freshdesk knowledge base. We are here again as we promised with the complete version being rolled out with the much-improved Multilingual capabilities. One portal, 40+ languagesCreate knowledge base in multiple languages to provide seamless customer experience to your global audience across geographies - in a language of their choice.Global language selectorWith the new language selector, your team will be able to focus on a specific language and get a view of the entire Knowledge Base in the selected language.Manage content coverage efficientlyRemove the tedious task of managing and measuring the coverage for every language. You will be able to see the exact set of articles that needs to be translated with the untranslated article view. Keep content up-to-dateEvery article in your knowledge base goes through various updates. Keeping track of it and updating them across languages is super critical. The answer is simple
Hello everyone,We're super happy to announce the launch of Article versioning for our shiny new Knowledge Base. Article versioningEvery article in your Knowledge Base will go through a series of updates and multiple users will contribute to the content. With Article Versioning, you can track every change made to the article and get complete visibility over it. You will be able to track the entire timeline of an article to find out its evolution and understand its various status transitions. Audit versionsThe intuitive timeline lets you quickly scan through various versions of an article and helps you understand who made the changes and when the changes were made. Compare versionsFreshdesk provides an advanced diffing mechanism to highlight the exact changes made to an article with visual representation of the content that was added and removed in a specific version.Restore versionsWhenever an older version seems relevant, you are in complete control - simply click on Restore and make i
Hello Everyone!We’re extremely delighted to launch Approval Workflow in Freshdesk Knowledge Base. With Approval Workflow, you can ensure the content in your knowledge base meets your standard in terms of quality and consistency. Granular permissionsYou can provide the right privileges to your content team and set up an efficient content creation process with approval workflow.Better collaboration with approvalsMake content creation a team effort. Your team can send their articles to be proof-read and approved before publishing it to your customers. Quick viewsYou can quickly get to the list of articles to be sent for review, to be approved or published. You can move articles across these statuses - in a click. Instant notificationsYour team will be notified when articles are assigned to them for review or when their articles are approved. Don't forget to give it a try and share your valuable feedback here. You can read more about Approval Workflow here. - SajeshP.S. Did you get a chanc
Hello everyone,We're happy to announce the extension of Customer Segments in Freshdesk to our Knowledge Base. You can create segments based on your business needs - on the lines of regions, products purchased, subscription plans, support tiers or any other available attributes.With the introduction of customer segments in Knowledge Base, you can now create content and grant access to the required set of customers to provide a personalized experience.Give it a try and share your valuable feedback. You can read more about customer segments here. - Sajesh
Hello everyone, We're happy to announce that we have extended the audit log capabilities to our knowledge base. You can stay informed about all the actions performed in your knowledge base right from the categories, folders and articles being created to all the subsequent updates on it.You can also easily narrow down your search by filtering - based on time, the performing agent or activity type, as well export data for further analysis. Note: Audit Log already captures activities related to: Account Subscription, Agent and Automations. You can read more about audit log here.Thanks,Sajesh
Hello Everyone, We are super excited to let you know that we have rolled out the Multilingual Support for your Knowledge Base. Now, you can create articles in multiple languages to support your global customers - all from a single portal. Check out this little video to learn more about how multilingual support can help you grow your business effectively! Here’s what the Multilingual KBase can help you with: Easier collaboration across teams with all languages being available on one portal Color coded status indicators to enhance agent productivity Language specific meta tags to improve content discoverability Automatic language detection to provide seamless support to your customers speaking different languages To get started with the Multilingual KBase feature, check out these knowledge base articles here. Read more about the feature in the blog post here.
In the last couple of weeks, we have been working on some interesting features that will help you and your team to create engaging knowledge base articles for your users.Interlinking ArticlesNo more going back and forth between tabs to get the link of an article to be hyperlinked. With the new Interlinking article capability, you can quickly search for articles in your Knowledge Base (or choose from automatic suggestions) and even give it a quick read before adding them as links - all from the same screen.Learn more.BENEFITS OF INTERNAL LINKSEasy navigation for usersHelps in boosting SEOEstablishes the structure of the portalIncreases link valueBuilds relationship between contentImage AnnotationsStart annotating images on your articles and make it more meaningful - both inline images and attachments. You can highlight a specific portion of an image or a screenshot, add arrows, circles, texts, and more to help customers know exactly what's being described. Learn more.Quick Insert Option
Hello everyone,We're super excited to launch the all-new Knowledge Base in Freshdesk. It is packed with a bunch of improvements that will make content creation and content management a breeze. Let's find out what's new:Refreshing new UIA complete redesign of the Knowledge Base to make it intuitive, seamless, user-friendly and powerful.Better manageabilityManage the entire Knowledge Base right from changing the settings of categories/folders/articles or reordering them based on your needs - all from within a single page.Quick viewsWith the extensive article list page, it's quick and easy to access all your articles or draft or published - all in one single page. On top of it, you can customize the table and choose the required columns based on your needs - make it personalized.Focussed content workspaceRemove the clutter with content from different portals. The Knowledge Base of each portal gets its own space and makes it pretty easy to manage them. Improved article creation experience
Hello everyone,We're extremely delighted to launch Knowledge Base Analytics in Freshdesk. You can start making data-driven decisions to make your content strategy stronger and create an efficient and powerful self-service channel for your customers. With the curated knowledge base report, you can get an overview of your knowledge base, gain insights into your articles, and measure your team's performance. OverviewGet a complete overview of your knowledge base performance and analyze the trends to understand how your key metrics have changed. Article InsightsKeep your knowledge base articles relevant and up-to-date by making the necessary changes to the knowledge base with the help of article insights. Team PerformanceLearn more about the top contributors to your knowledge base and you can go granular by tracking the activities performed by your team. Read this article to learn more about knowledge base analytics and how to get started with it. We will be coming up with more insights an
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