Quick summary
The Freshdesk Knowledgebase lets support teams create, organize, and publish self-service articles so customers can find answers without contacting support. Articles are structured into categories and folders, written with a built-in rich text editor, and tracked for usefulness through customer feedback.
Steps
- Navigate to Solutions by clicking the open book icon in the left pane.
- Click New Article in the top right corner to start creating a knowledge base article.
- Use the dropdown arrow next to the New Article button to create a New Folder or New Category to organize your articles.
- Browse existing knowledge base articles sorted under their relevant categories in the left panel.
- Use the built-in Rich Text Editor to write and format your article content with full control.
- Format key sections using heading styles such as H1, H2, H3 and add helpful hyperlinks throughout the article.
- Click Publish in the top right corner when the article is ready to go live.
- Review how the helpdesk portal displays articles to viewers, organized by categories and folders to maintain information hierarchy.
- Use the copy link button in the top right to get a shareable link to send directly to customers.
- Monitor article quality through the helpful or not helpful feedback option that viewers see at the bottom of each article.
