Populating your Knowledge Base

Setting up your Knowledge Base
Solution articles or knowledge base posts promote self-help in your support portal. They should ideally cover all aspects of your product or service - in t...
Fri, 8 Jul, 2022 at 7:50 PM
Optimizing your solution articles for search engines
Apart from allowing you to format your solution articles in rich text, Freshdesk also lets you customize their meta information. That way, you can optimize...
Fri, 14 Feb, 2020 at 12:28 PM
Collaborate with your team to set up your Knowledge Base
When you have a large team or a lot of agents contributing to your Knowledge Base, features that enable easy collaboration are always helpful. Below are so...
Wed, 25 Sep, 2019 at 3:56 PM
Helping customers help themselves
A comprehensive and up-to-date Knowledge Base can solve two of the biggest helpdesk problems - having a single place to share solutions ensures consistency...
Mon, 3 Oct, 2022 at 6:25 PM
Converting agent replies to Solution Articles
Most businesses, big or small, struggle to keep their Knowledge Base up to date - not everybody has the time to sit down and push out all the wisdom they&...
Fri, 18 Jun, 2021 at 1:44 AM
How to get more out of the Knowledge Base Editor
Our Knowledge Base editor includes the customary rich text formatting options, but it can do a lot more than that. Here are a few inbuilt features that can...
Tue, 11 Feb, 2020 at 3:23 PM
Collaborating on knowledge base content using Freshconnect
Multiple teams or agents working on the help center content can now collaborate seamlessly using the new Freshconnect’s integration with the Freshdesk knowl...
Fri, 18 Dec, 2020 at 12:07 PM
Using advanced formatting options in the knowledge base
In addition to the basic text editor options available in the knowledge base, you can now make use of advanced formatting options such as: Quick inser...
Mon, 3 Oct, 2022 at 6:15 PM
Working with article templates
You can now save time on creating your articles by creating templates for How to, User guide, FAQs, and more. While creating these templates, you can make u...
Wed, 8 Jul, 2020 at 12:47 PM
Structuring your knowledge base with Flexible Hierarchy (up to 5 folder levels)
As a business, you will have a knowledge base to host information (how-tos, guides, tutorials, etc.) about your product or service, which can be consumed by...
Wed, 14 Sep, 2022 at 6:31 PM