Knowledge Base

How do I set up my Knowledge Base using Freshdesk?
Freshdesk helps you set up a KBase for your customers. You can create articles and add information which would act as a repository for self-service for your...
Tue, 31 Jul, 2018 at 2:55 PM
Is there a way to create an internal and external knowledge base?
You would be able to set the visibility of Solution folders to Agents alone or to Everyone, which can be used to create an Internal Knowledge Base. ...
Thu, 27 Jul, 2017 at 1:37 AM
Can I create articles only for agents' accessibility?
Yes, you can have a Folder visible to agents only and and have all the articles added in that folder. By doing so, only the agents will be able to view the ...
Tue, 18 Dec, 2018 at 4:12 PM
How can I change the article visibility - what are the various options available?
With Freshdesk, you can create articles for all your customers, or restrict articles for select user segments. You might want to do this for certain reasons...
Thu, 29 Oct, 2020 at 6:10 PM
How do I restrict a group of articles so that only certain clients can see them?
You would be able to add all of these articles into the same folder and have the Folder made visible to a specific customer segment.
Fri, 15 Jan, 2021 at 2:45 PM
How to add an Image to the content of an article?
You could add images to the content of a solution article, as inline images or as downloadable attachments.  To add an inline image, please click on the...
Sat, 11 May, 2019 at 1:31 PM
How many attachments can I add in a solution article?
There is no restriction in the number of attachments that are added to articles. But the total attachments size permitted is only 25MB.
Thu, 13 Dec, 2018 at 2:59 PM
Is there way to add tickets automatically to the solutions or knowledge base?
Any email sent to kbase@<yourcompanyname> from your agent email address would be created as a draft solution article inside your Freshde...
Tue, 6 Mar, 2018 at 4:22 PM
What is Multilingual Knowledge Base / Which plan can I see this in?
The multilingual knowledge base is when you can display your solution articles in the languages configured in your helpdesk. Please navigate to Admin > ...
Sat, 26 Jun, 2021 at 2:54 AM
How many support articles can I have?
You can create any number of articles in Freshdesk. There is no restriction in the number of articles you create.
Fri, 24 Aug, 2018 at 11:32 AM