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 folder you wish to populate with a new
    solution article.

  2. Click on Add solution.

  3. Enter a title, description and attach any necessary files. Decide who can view the
    solution article and click on the drop down box to set visibility accordingly.

  4. Set the solution status as Draft if you want to keep editing it, or as Published if you
    wish to publish it right away.

  5. You can further edit the solution by clicking the Edit button next to the article.