Every service desk requires a well setup and maintained knowledge base. A well setup and updated knowledge base solves two of the biggest problems that take place every day. First, with all agents having access to a common place for sharing solutions, you can be sure that customer responses are consistent throughout. Second, since your requesters can access and help themselves to your documentation, they don’t have to raise issues every time they come across a problem. As a result, your support load reduces making lives easier. Even if they decide to raise a ticket, relevant solutions are suggested automatically.




With Freshservice, you can add both permanent solutions as well as temporary workarounds to your knowledge base from the Solutions tab. You can make sure that all the information your agents come across everyday get documented properly into solution articles.


Once you have populated your knowledge base entries, you can setup your support portal to "auto-suggest" solutions based on the requester’s subject line before they submit a ticket. You can enable auto-suggest from Admin → Customer Portal. You can also get Freshservice to suggest the best possible solutions in response to a ticket by using "Suggest Solutions" inside a ticket.


Learn more about populating your knowledge base and controlling the visibility of your solutions.