How to Build a Knowledge Base on Freshdesk?

Here’s a step by step tutorial on how to build a Freshdesk Knowledge Base:

1. In the Freshdesk portal, click on the "Solutions" icon in the left pane.

2. Click the New article dropdown button on the top right.

3. Before creating an article, it is recommended to create a Category and Folder where this article will be added. So start by clicking on "New Category".

4. Enter a category name for your article and save.

5. Similarly, create a new folder that will be a part of your category and save.

6. Now click on "New article" to create a help article.

7. Start writing your article. Freshdesk knowledge base offers a rich text editor to create and edit your help articles.

8. Click "Publish" to make the article live.

9. Click "View on portal" to view your Knowledge Base.

10. Here is a preview of your knowledge base portal. Hierarchy is maintained as categories -> folders -> help articles.

11. Here's a preview of your knowledge base article.

12. Readers can rate articles as helpful or not helpful, letting you know when updates are needed.

Congratulations! You have successfully created a Knowlege Base on Freshdesk.