Any email sent to kbase@<yourcompanyname>.freshdesk.com from your agent email address would be created as a draft solution article inside your Freshdesk Account. You can choose to have this email address added as a bcc email if you'd like to have all tickets automatically added to the knowledge base or you can also manually forward the tickets to this email address, which would save them as solution article drafts.
You would be having customers all around the world and our helpdesk does support a global reach to customers in their respective languages. The feature that aids this is called "Multilingual Support" which is available from our Garden plan.
Say, for example, you would want to support articles in Chinese, French, apart from English which is your default/primary portal language. Please navigate to Admin -> Account -> Helpdesk Settings where you would see an option called "Manage Languages" which would allow you to add Chinese and French as well. Next, to these languages, you would have an option called "Hidden on portal" which when clicked upon would make the language visible on the portal.
Once you add supported languages, you would not be able to change your primary language. However, we would be able to change the Primary Language for your account from the backend.
Kindly write to support@freshdesk.com about the same and one of our agents would get in contact with you to assist in processing the same.
You would be having customers all around the world and our help desk does support a global reach to customers in their respective languages. This feature that aids this is called "Multilingual Support" which is available from our garden plan.
Please navigate to Admin -> Account -> Helpdesk Settings where you would see an option called "Manage Languages" which would allow you to add supported languages. When you click on manage languages, you would see an eye option which when clicked upon would be visible on the portal. By default, they are hidden.
Freshdesk has 30+ languages for multilingual support. There is no limit on the number of languages for each account.
Please navigate to Admin -> Account -> Helpdesk Settings -> to add "supported languages" by setting up multilingual support. They are by default hidden from the customer portal.
You can change its visibility clicking on the eye beside each language which would make it visible on the portal.
This is not available as a report as such, but if you open a solution folder, on the right, you'd be able to view the number of likes, along with the number of views for each solution article.
There is also an option to reset these numbers inside each article on the bottom right under Analytics.
You can also integrate with Google Analytics to derive these metrics with further details.
The users need not be logged in to change the language of the portal. Please navigate to the customer portal as a user to see the dropdown of your languages supported in your helpdesk. When you select from this list, the portal is available in that chosen language.
As of now, there is no feature to restrict this to only logged in users. You could always keep the language hidden by not clicking the eye icon (which makes it visible on the portal) next to it in the Admin -> Account -> Helpdesk Settings -> Manage Languages.
Please go to Solutions tab -> Click on the category -> open the article which has to be translated where you would see an option called "Show master" on the right end of the header.
When you click on this, the article appears in the primary language next to the space given for you to put down the translated version of the same.
Once you have populated your knowledge base articles, you can setup your support portal to "auto-suggest" solutions that are in line with a customers' query(Ticket Subject) when they are submitting a ticket.
If you navigate to Admin > Channels > Portal --> Settings tab, you would see an option called "Auto-suggest solutions while creating a new ticket", available under "User Permissions for portal" --> Who can submit a new ticket on portal.
You could turn this option on and each time when the customer starts submitting a ticket, based on the text added to the Subject, corresponding Solution Articles would be auto-suggested.
You could make the author name to be displayed for each of the Solution Articles, on your Support Portal.
To have this done, kindly enable the Show Author Names option under Admin > Channels > Portals
Click on Edit next to the name of the Portal
Manage Sections > Knowledge base
Check the box that says "Display author name on this portal"
When changes are made to the master article in the Solutions tab, please note that you would find an option to "Mark other Translations as outdated" at the right side of this article.
Within the translation, you have the option to make the changes to match the master version and mark the "translation as up to date".
We will be able to import an existing Knowledge Base onto your Freshdesk Account. Please write to support@freshdesk.com with the CSV file of your current Knowledge Base and one of our agents will get in touch with you to check the data and process your import.
When an article is published, there is a message at the bottom which says "Did you find it helpful?" which is basically a yes or no question. Upon giving a negative feedback, it creates a new ticket within the portal. Feedback on the article is visible in the Feedback section in the specific Article View page.
This way you could resolve these tickets and address the negative feedback as well all from one place.
You can view this from the Solutions section in your Freshdesk. Next to the article you will be able to see the number of Views by your customers. You can also view the number of likes and dislikes.
You can also create your own knowledge base reports if you're on the Estate plan or above.
Yes, refer this link to get the API details to export or update Solutions articles and folders.
You can also do this by navigating to Admin > Account > Account Details > and click on 'Export'. This will send a downloadable link to the registered agent email address, clicking on which would download a folder containing Solutions in XML format, along with other account information. Please note that only Agents with the 'Account Administrator' role would have access to Account Settings and only these agents would be able to trigger an account export.
This link has the detailed procedure to create or edit a Solution article using API.
No, a customer's response in a ticket can never be deleted by agents and also the customers themselves cannot revert back their replies.
