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 tech issues on their own. To make our knowledge base more efficient, we’ve decided to revamp the existing Solutions section in Freshservice. The enhancements that are part of the revamp will be shipped in the upcoming weeks. 

As part of the rollout, we’ve handpicked a few customers(like you) who make the best use of the solutions section in Freshservice. Your suggestions and feedback will help us refine the feature in the upcoming months. 

The first phase of the rollout will feature a brand new editor and a table view for your solution articles. We’ve also made a few enhancements and additions to how you can organize your solution articles.


A Brand New Editor

We’ve built a brand new editor for the Solutions module. The new editor has a clean look, better formatting controls and a bigger space for editing your documents.

Old editor

New editor

You can easily assign a category, folder, status, etc. without scrolling down to the bottom of the page. 

Table View for Solution Articles

The new table view in the knowledge base gives you a glimpse of all the solution articles in your service desk. You can view information such as the article title, status, number of upvotes and downvotes, etc. We’ve also added new parameters such as views and the number of times a solution article is added to a ticket. These metrics will help you stay on top of your knowledge base.

Better Navigation Between Categories and Folders

For easy navigation between categories, we’ve introduced a new sidebar from where you can switch between categories and folders to view solution articles. You can also reorder folders within a category. 

Quick Create Articles, Solutions, and Categories

The Add New button also functions as a quick create shortcut for creating a new solution, folder, or category. 


What you’ve seen until now is just the beginning. In the coming weeks, we’ll roll out new features such as knowledge base insights, approvals, review dates, bulk updates, external document search, etc.