Even though maintaining and updating a knowledge base is pretty hard, a well-stocked knowledge base can be very beneficial for both agents and customers. Your knowledge base, a pool of answers to frequently asked questions, can not only make sure that your agents are always up-to-date, but it also prevents your customers from raising tickets about the same thing over and over again. They can search for the answers themselves instead of turning to you for a solution every single time. This helps in reducing your support load and empowers your customers.

You can access your knowledge base through the Solutions tab on your Freshdesk portal. 

You can organize your solution articles (answers to FAQs) into levels of hierarchies, in Freshdesk. You can create top-level categories which hold groups of related contents and folders under these categories which hold groups of solution articles. By doing so, you make it easy and convenient for customers to access and read articles about related issues/features. For example, all articles about Themes would be classified under the Themes folder. The Themes folder itself would be classified under the category of Customization. 

The number within the bracket shows how many articles are present in each folder.

Quick guide to populating your knowledge base

  • Go to the Solutions tab in your helpdesk.
  • Click on the New Solution Category button.

  • Enter the name and description of the category you are adding, and click either Save or Save and Create Another, depending on whether or not you want to create more categories at one go. 
  • Once you’ve created the categories, go back to your Solutions page and navigate to the category you want and click on the Add Folder button. 
  • Enter the name and description of the folder you are adding. 
  • You can choose to make your folder visible to all, or only logged in users or only your agents. You can also choose to make it visible for specific companies by entering their names. 
  • Click on either Save or Save and Create Another based on what you want to do next.

  • Once you’ve created the folders, go back to the Solutions page and navigate to the folder you want, and click on the Add Solution button.

  • Give your solution article a name, and use the rich text editor to enter the contents of the article. 
  • If you need to attach files, you can click on the Attach a file button and select your file through your file browser and click Open. 
  • Enter the keywords you want to tag your solution article with, in the Tags box. 
  • You can choose under which folder the article will be listed by using the drop down menu Folder. 
  • You can also set the Solution Type to either permanent or workaround. 
  • If you need to make further edits later, set the status as Draft. If you’re good to go, set it to Published. 
  • Remember to click Save once you’re done and that’s all it takes. You’ve successfully created your own solution article for your knowledge base!

What is the difference between a Permanent Solution and a Workaround?

Permanent solutions articles are the best-practices and help guides that show your customers how to work through your products and services. For example, you would want your regular payment options to be added as a Permanent Solution. 

Workarounds are stop-gap fixes for customers to jump over the problem, till you find a permanent solution to it. For example, if your payment gateway just broke down, you can give your customers an alternate solution to pay you through Paypal, till the issue gets fixed for good.