To create a solution article in Freshdesk, follow these steps:
- Log in as an Administrator: Ensure you have administrative access to your Freshdesk account.
- Access the Knowledge Base: From the Freshdesk dashboard, click on "Solutions" in the left sidebar menu.
- Create a New Article: In the Knowledge Base section, click on the "+ New Article" button to start creating a new solution article.
- Title and Content: Enter a descriptive title for the solution article in the provided field. This title should accurately represent the article's content and help users understand the topic at a glance.
- Add Content: Compose the solution article by adding text, images, and any relevant media. Use clear and concise language to provide step-by-step instructions or guidance.
- Formatting: Utilize formatting options such as headings, bullet points, and numbered lists to structure your article for easy readability.
- Attachments and Links: If necessary, attach relevant files or include hyperlinks to external resources to enhance the article's value.
- Categorize and Tag: Choose appropriate categories and tags for the article to ensure it's easily discoverable by users browsing the knowledge base.
- Save and Publish: Once you're satisfied with the content, click on the "Save as Draft" or "Publish" button to either save the article as a draft or make it live for your customers to access.
- Review and Edit: Before publishing, review the article for accuracy and completeness. Make any necessary edits to ensure the information is up-to-date and relevant.
- Publish the Article: Once you've reviewed and edited the article, click on the "Publish" button to make it available to your customers in the knowledge base.