The biggest challenge for any business, be it big or small, is to keep their knowledge base up to date. The knowledge base has to be dynamically updated to reflect any change in your product or service. Freshdesk allows you to do this with our Email-to-Kbase feature.
Whenever an agent responds to tickets and solves their issue, wouldn’t it make sense to harness this to populate your knowledge base? That’s exactly what you can do with Freshdesk. First, you’ll need to know your knowledge base ID.
Go to Solutions > General Category > Drafts and you’ll find it mentioned there.
Quick guide to sending emails to k-base
Send out your response to the ticket as you normally would, explaining the instructions to the person who raised it.
- In the bcc field and add <email@example.com> (in our example, it is firstname.lastname@example.org)
Hit the Send button to finish sending the response.
- A knowledge base draft would have been created under the Default Category in your Solutions section.
- You can choose to go back to your drafts folder and format them properly to convert them into knowledge base articles.