Capturing knowledge and creating drafts through emails
Modified on: Tue, 25 Apr, 2023 at 4:12 PM
Maintaining an up-to-date knowledge base is challenging for many service desk managers. Composing multiple solution articles by gathering the accumulated knowledge over the years is time-consuming. However, with Freshservice's Email-to-KBase capability, you can easily capture all the knowledge hidden in your old email conversations.
The new solution is created as a draft, ready for review and posting by simply forwarding a copy of the email to your Knowledge Base. Additionally, you can also repurpose your agents' ticket replies into solutions. Just forward or CC the response to your Knowledge Base and the solution is ready!
To send an email to the knowledge base, follow these quick steps:
Respond to a ticket as usual, including the required instructions.
Use the CC/BCC field and add email@example.com.
Click Send to finish sending the response.
- A draft would be created under the Default Category in your Solutions section.
- You can revisit these drafts, format them into a proper solution article and then click Update to publish it as a permanent article.
Once sent, the draft will be created under the Default Category in your Solutions section. You can revisit these drafts, format them into a proper solution article and click Update to publish it permanently. With Freshservice's Email-to-KBase capability, populating your knowledge base has never been easier.
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