Freshworks named the only Challenger in 2021 Gartner® Magic Quadrant™ for ITSM tools. Access Report

Start a new topic

Solutions templates

Is there any way to establish a template, either through fields or just starter language, to ensure consistent formatting and content for authored Solutions?


43 people like this idea

Or even a template document that we can import back into the solutions that would keep images and formatting?


3 people like this

Due to the fact that this has been open for 4 years and has had ZERO traction, I took it upon myself to make something that would work for us so I thought I'd share in case it helps anyone else!


We wanted consistency across all of our articles, but struggled with the awful WSYWIG editor when it came to picking a font family, a size, and well, things just kept getting all mixed up and it was nearly impossible to fix it without having to remove all formatting and start from scratch. I don't know if the editor is still as bad, as we have moved away from any custom formatting aside from the basics (headings, paragraphs, bold, italic, underline, bullets and numbers). All our custom styles are now built into the article view page on the customer portal via custom CSS. Check it out...


In your portal, navigate to Admin > Helpdesk Rebranding > Customize portal > Stylesheet and add in some custom styles. These are the ones I have for our articles (feel free to use what I have or create your own!):


/* Article Body Fonts */
.articlebody {
  font-family: "Verdana", Times, serif;
  font-size: 16px;
  color: #000; }

.articlebody h1 {
  font-family: "Verdana", Times, serif;
  font-size: 18px;
  color: #0099e6;
  font-weight: bold;
  text-transform: uppercase; }

.articlebody h2 {
  font-family: "Verdana", Times, serif;
  font-size: 16px;
  color: #0099e6;
  font-weight: normal;
  text-transform: uppercase;
  border-bottom: 1px solid #0099e6;
  margin: 5px 0px 10px; }

.articlebody h3 {
  font-family: "Verdana", Times, serif;
  font-size: 16px;
  color: #0077b3;
  font-weight: bold; }

.articlebody h4 {
  font-family: "Verdana", Times, serif;
  font-size: 16px;
  color: #0077b3;
  font-weight: bold;
  text-decoration: underline; }

.articlebody p {
  font-family: "Verdana", Times, serif;
  font-size: 16px;
  color: #000; }

.articlebody ul, .articlebody ol {
  display: block;
  width: 100%; }

.articlebody ul li, .articlebody ol li {
  margin: 15px 50px;
  list-style-position: outside; }

.articlebody div, .articlebody p {
  margin: 10px 0; }

 

And here is what it ends up looking like (keep in mind that the CSS I provided is for the text, not the page background/layout)...

image



If you have any questions, feel free to ask!


3 people like this

I know you guys are hard at work, continuing the development of Freshservice, but it would be nice to see more frequent responses to community questions. There are many topics with multiple users posting the same question "is there any update on this." 


3 people like this

Can we get an update on this? I was using a Google Wiki page for my Knowledgebase prior to FreshService and having this feature in that system really helped.


3 people like this
How is this request progression through the dev channel?
Some feedback would be greatly appreciated.

 


2 people like this

Hi, is there any update on this?


2 people like this

@Freshservice Team, this is a request that needs some attention. Having  a template would be a major time saver. The knowledge base and nice, but you cannot copy and save from a Microsoft Word document into a solution article. The format gets all "jacked" up and you have to select the remove format tool and essentially start from scratch.


This looks like it been in development for 2 years now and requires an update on it's status.


2 people like this

Echoing Clay, James and everyone else here. Can we get an update on this? This must be floating around in the backlog somewhere


2 people like this

This feature would be extremely beneficial and much appreciated. We have a large knowledge base and it would be great to be able to make things a little easier!


2 people like this

Thank you for your feedback. 


We understand that self-service and a robust knowledge base is important to maintain a high level of service to your customers. I can also see how this would be valuable when you have a large knowledge base and are trying to keep solutions content/styling consistent.


We'll look into this and update you in the coming weeks.  


Thanks,

Freshservice Product Team


2 people like this

Would love an update on this as well. The current Solutions input is fairly cumbersome for your end users and would benefit from the ability to read directly from a Word document or the like. As our IT department begins to utilize the Solutions section, we are finding it difficult to achieve a standardized format that is to our standards/liking.


1 person likes this

.


1 person likes this

I would also love to see a Solutions Templating option


1 person likes this

+1


1 person likes this

Any update fresh service?


1 person likes this
Login or Signup to post a comment