Freshservice Knowledge Base solutions are grouped under a three tier hierarchy : Categories -
Folders - Solutions.

Here’s how you create new solution articles for your knowledge base.

  1. Click on the Solutions tab and click on the Add New > Article button on the top right side of the page.

  2. Enter a title, description and attach any necessary files.

  3. Set the Category and Folder from the drop-down options present on the right pane 

  4. Click on Save to save all the changes

Once the article is saved, click on the Publish button to publish it. The Article Properties shows the details about the Category, Folder and Author.


1. Can I hide the knowledge base solution article until the user is logged in?

Go to Global Settings > Support Portal, then under User Permissions, set "Who can view solutions" to "Logged in users."