How to Use Freshdesk to Build a Knowledge Base

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Freshdesk Knowledge Base is a cloud-based platform that streamlines customer service operations and enhances customer interactions.

1. Head over to Solutions (open book icon)in the left pane.
2. Start by creating a new article by heading over New article on the top right.
3. You can also click on the down arrow next to the New Article button. It will reveal options to create a New folder or New category to slot your articles.
4. You can find knowledgebase articles sorted under relevant categories.
5. Freshdesk gives you a Rich Text Editor to have full control over your content formatting.
6. You can Format important section into headers like H1 H2 H3 etc. You can also add helpful links to your article.
7. Hit Publish when you are ready to make the article live.
8. The viewers will find the helpdesk divided by core categories and folders. So the information hierarchy can be maintained.
9. You can hit the copy link button on the top right to get the link you can share with your customers.
10. Your viewers can also mark an article as 'helpful' or 'not'. Allowing you to get indications if your article needs to be updated.