SOLUTION ARTICLE - FAQs

Modified on: Mon, 15 Jun, 2026 at 12:37 PM

What is the frequency of Data Refresh in Solution Articles?

Any changes to solution articles sync to Analytics reports approximately every 30 to 45 minutes, though it can occasionally take a little longer. This means if you publish or update an article, the view counts and other metrics in Analytics should reflect the change within that window.

What happens when you mark an Article as "Not Helpful"?

When a reader marks an article as Not Helpful, a feedback form appears immediately with the prompt: "Sorry we couldn't be helpful. Help us improve this article with your feedback." - see screenshot

The reader is shown four options to pick from:

Need more information
Difficult to understand
Inaccurate/irrelevant content
Missing/broken link.

There is also a free-text Comments field for additional context, and a Submit button to send the feedback.

On the analytics side, these votes are tracked as the "Marked as not helpful" metric in the Solutions module within Analytics, and poorly rated articles also surface in the Insights tab so you know which articles need improvement

How are Views updated in Solution Articles?

There are three separate view metrics to be aware of; they each mean something slightly different:

Views: total number of times an article has been viewed by both requesters and agents combined. Available as a metric in Analytics.
Requester Views: number of times a requester has viewed an article. (Important note: every page refresh counts as a view. Available as a metric in Analytics.)
Agent Views: number of times an agent has viewed an article on the support portal. Available as a metric in Analytics.

NOTE: The view count you see directly inside the Solutions module list shows only Requester Views, not the total. If you need the full picture (agent + requester), use Analytics.

Managed By / Author / Approvers and Visibility

All of these settings are configured at the root folder level inside the Knowledge Base. Sub-folders automatically inherit these settings and cannot be configured independently.
Managed By controls which Agent Groups can create, edit, and manage articles within that folder. By default, it is set to All Groups, but you can restrict it to specific groups.

Visibility controls who can see the published articles in a folder. The available options are:

All
Logged in users only
Agents only
Specific departments
Specific Agent Groups
Specific Requester Groups
Agents in specific workspaces

Approvers are assigned at the folder level. There are two approval modes to choose from:

All Approvers: every assigned approver must approve before the article moves forward
Anyone Can Approve/Reject; any single approver can act on the article

An approver can take one of three actions:

Approve; the article is approved and the author can then publish it
Approve and Publish; approver approves and publishes in one step
Edits Required; article is returned to the author with comments

Author refers to the agent who creates and owns the article. Only the author can send an article for approval.
One important rule here: if even one approver selects Edits Required, the article is returned to the author for revision regardless of what other approvers have done. The author can review the feedback, make changes, and re-submit for approval.

We have some articles that explain some of this :

Will I see the same article multiple times in different languages?

No. When you translate an article into another language, Freshservice creates a link between all language versions of that article. They stay connected as one logical article; they do not appear as separate, unrelated entries.
Keeping translations in sync -

When the primary-language article is updated, the author can select “Mark other translations as Outdated”.
This notifies the owners of the translated versions that their articles require updates.
Once the translated content is reviewed and updated, the respective agents can mark it as “Up to date.”