Every service desk requires a well set up and maintained knowledge base. A well setup and updated knowledge base solves two of the biggest problems that tak...
Tue, 3 Oct, 2023 at 3:25 PM
The Freshservice knowledge base provides more flexibility and clarity by letting you categorize your knowledge base into a three-level hierarchy. These incl...
Fri, 11 Nov, 2022 at 5:27 PM
Once you've started drafting and adding articles to your knowledge base, the next thing you want to do is to start restricting access to them selectivel...
Fri, 11 Nov, 2022 at 4:00 PM
When your users have an issue, the first thing they need from you is a way to get past the problem, not a month-long root cause analysis. Of course, you nee...
Mon, 24 Apr, 2023 at 3:43 PM
Maintaining an up-to-date knowledge base is challenging for many service desk managers. Composing multiple solution articles by gathering the accumulated kn...
Tue, 25 Apr, 2023 at 4:12 PM
Knowledge base plays a vital role in an IT service desk by acting as the first line of support. It guides employees to troubleshoot commonly occurring...
Fri, 11 Nov, 2022 at 4:42 PM
You can now set up an approval process within your knowledge base. This feature will allow you to assign selected agents as approvers to specific folders an...
Wed, 15 Apr, 2020 at 1:56 PM
When you are operating in multiple locations and working in multiple languages, it becomes very challenging for your IT service management team to cater to ...
Thu, 1 Dec, 2022 at 11:40 AM
How to upgrade to new multilingual knowledge base management The knowledge base is an essential component of scaling customer support while providing ...
Thu, 10 Mar, 2022 at 11:03 AM
Note: This Beta is currently available only on the Enterprise plan and is supported only in English. Creating relevant and pointed help articles is crit...
Mon, 11 Sep, 2023 at 4:21 PM