We are excited to introduce the launch of our new Freshworks Customer Service Suite — an all-in-one, AI-first, omnichannel solution. This Suite combines conversational support and ticketing capabilities, powered by generative AI, to deliver outstanding customer and agent experiences.

If you are a Freshdesk Omnichannel customer and want to learn more and experience the new Freshworks Customer Service Suite, please write to support@freshdesk.com.

If you are using Freshdesk Omnichannel to support customers on Freshchat and Freshdesk, you can now centrally manage knowledge base articles for both channels from within Freshdesk. You can curate folders or articles in Freshdesk and make them accessible across chat, web, or even bot suggestions. 

Creating a shared Knowledge base folder

You can create a folder for all your self-service content and make it accessible for both Freshdesk and Freshchat channels. Here's how you do it:

  • Go to Solutions > New folder

  • Click on the icon next to "New Folder" and upload an appropriate image for your folder, if needed.
  • Enter an appropriate name and description for the folder you are creating.
  • Set the Visibile to as All Users because only the content that is visible to all users can be shared. 
  • Switch the toggle for Available on chat platforms and select the channels you want the articles to be available on, which are,
    • Web widget
    • iOS
    • Android
  • Please add appropriate tags to the folders. This can be used to filter FAQs and directly launch a specific FAQ or a list of FAQs on the Freshchat widget. The tags can be keywords that can be used as parameters in Freshchat code snippets to provide best suggestions to users when they search for specific information.

  • Click Save

Creating a shared article

  • Go to Solutions > New article

  • Name the article.
  • You can write the article and format the content in the rich text editor or using the HTML editor.
    • Note: The following tags will not be supported in the HTML editor:  <script>, <style>; form-related tags like <form>, <input>, <select> and event attributes like onclick, onmouseover
  • On the right pane, under the Article Properties section, give appropriate tags to your article, and also the platforms you want your articles to be available on, like, Web widget, iOS, Android.

Once you fill this up, click on Save if you still need to work on it. This will save the article as a draft and will be available in your drafts folder. Click on Publish if you wish to publish the solution article.