Most service desk managers struggle to keep their knowledge base up to date over a period of a long time. Nobody has the time to sit down and push out all the genius they have acquired over the years into several solution articles. The Email-to-KBase capability in Freshservice lets you capture all the knowledge hidden in your old email conversations, without having to compose them all over again. Just forward a copy of your email to your Knowledge Base and your new solution is ready as a draft for you to review and post.

You can even repack your agents' ticket replies into solutions. Just forward or CC the reply to your Knowledge base and the solution is good to go!

Quick guide to sending an email to the knowledge base:

  • Send out a response to a ticket as always, including instructions to do something.

  • Use the BCC field and add <>.

  • Hit the Send button to finish sending the response.

  • A knowledge base draft would have been created under the Default Category in your Solutions section..

Later, when there’s time, you could have a look at these drafts and turn them into a properly formatted knowledge base article.