Setting Up and Managing Your Knowledge Base

Note: This feature works the same across all Freshservice products. Some screenshots or articles may reflect older designs, but the functionality remains unchanged. If certain options do not appear in your account, they may not be included in your current plan.

The Knowledge Base in Freshservice for Business Teams helps teams document solutions, policies, and FAQs so employees can resolve common issues on their own. By creating structured, searchable articles, you reduce ticket volume, improve response time, and provide consistent answers across departments.

Here are some quick links to understand how to set up, manage, and optimize your Knowledge Base.

Getting Started

• Getting Started with Knowledge Base

• Understanding the Three-Level Solutions Hierarchy

• Enable Nested Folders with Enhanced Knowledge Base Hierarchy

Creating and Managing Articles

• Capturing Knowledge and Creating Drafts through Emails

• Approvals in Knowledge Base

• How to Manage Article Versions in Your Knowledge Base

• Manage the Access and Visibility of Knowledge Base Solutions

Knowledge Quality and Maintenance

• Difference Between Workaround and Permanent Solution

• Managing Your Knowledge Base in Multiple Languages

• How to Upgrade Your Multilingual Knowledge Base

Reporting and Insights

• Stay on Top of Your Help Articles’ Performance with Knowledge Base Reporting