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Freshdesk Knowledge Base: Definition, Benefits, and Integration

How to Use Freshdesk Knowledge Base: Definition, Benefits, and Integration

Freshdesk Knowledge Base



A knowledge base is a centralized, searchable repository of information that helps customers and employees alike to find answers to their questions quickly and efficiently. It can include FAQs, how-to guides, troubleshooting information, and more. The role of a knowledge base in customer service is integral, enabling users to resolve their queries autonomously, reducing the need for live support and increasing customer satisfaction.


Freshdesk: A Comprehensive Customer Support Solution

Freshdesk: A Comprehensive Customer Support Solution


Freshdesk, developed by Freshworks, is a cloud-based customer support software that empowers businesses to deliver efficient and effective customer service. Some of Freshdesk’s key features include multi-channel support, automation, reporting, and of course, a robust knowledge base.


Deep Dive into Freshdesk Knowledge Base Feature

Freshdesk's Knowledge Base Feature,tickets


Freshdesk Knowledge Base feature is a self-service portal where customers can find solutions to common issues, learn about product features, and access help documentation. It differs from other solutions by offering customization options, advanced analytics, and seamless integrations with the Freshdesk support system.

Freshdesk Knowledge Base is a powerful feature that enables businesses to create and manage a centralized repository of information to support their customers. Here are some key aspects and benefits of Freshdesk Knowledge Base feature:


Easy Content Creation

Freshdesk provides a user-friendly interface for creating and organizing knowledge base articles. Users can easily create, edit, and format content without any coding knowledge. The intuitive editor allows the inclusion of images, videos, and attachments to enhance the articles.


Customization and Branding

Knowledge base articles can be customized to match the branding and style of the business. Users can choose from various templates, themes, and layout options to create a visually appealing and cohesive knowledge base that aligns with their brand identity.


Categorization and Organization

Freshdesk Knowledge Base allows articles to be categorized into different sections and sub-sections, making it easier for customers to navigate and find relevant information. This organization ensures that users can quickly locate the articles they need, improving the overall self-service experience.



The Knowledge Base feature includes powerful search functionality that enables customers to find answers quickly. The search bar suggests relevant articles as users type, and the search results are displayed based on relevance, helping customers locate the most accurate and appropriate information.


Version Control

Freshdesk Knowledge Base maintains a version history of articles, allowing businesses to track changes and revert to previous versions if needed. This ensures that content updates can be managed effectively and mistakes can be rectified without any hassle.


Multilingual Support

For businesses catering to a global customer base, Freshdesk Knowledge Base offers multilingual support. Articles can be translated into different languages, providing localized self-service options for customers worldwide.


Integration with Support Channels

Freshdesk seamlessly integrates the Knowledge Base with other support channels, such as ticketing systems and live chat. This integration enables support agents to easily reference and share knowledge base articles during customer interactions, improving response times and providing consistent and accurate information.


Analytics and Insights

Freshdesk Knowledge Base provides analytics and insights on article performance, including views, feedback, and user ratings. This data helps businesses identify popular articles, areas for improvement, and gaps in knowledge. It empowers businesses to continuously refine and optimize their knowledge base to better meet customer needs.


The Benefits of Using Freshdesk Knowledge Base

The Freshdesk Knowledge Base empowers customers to find answers on their own, enhancing customer satisfaction and engagement. It reduces support ticket volumes by providing answers to frequently asked questions, thus freeing up your support team’s time. The knowledge base also ensures consistency in responses, leading to better quality support. Moreover, it serves as a learning resource for support agents, helping them stay up-to-date with product changes and common customer queries.


Efficient Self-Service

Freshdesk Knowledge Base allows businesses to create a centralized repository of information, such as FAQs, product documentation, troubleshooting guides, and best practices. This enables customers to find answers to their questions and resolve issues on their own, reducing the need for contacting support agents. Self-service options empower customers, save time for both parties and enhance customer satisfaction.


24/7 Availability

With a Knowledge Base in place, customers have access to information at any time, regardless of support agent availability or business hours. This round-the-clock availability ensures that customers can find the assistance they need at their convenience, leading to improved customer experience and reduced wait times.


Consistent and Accurate Information

The Knowledge Base allows businesses to maintain a consistent and up-to-date source of information. By providing accurate and standardized content, companies can ensure that customers receive reliable answers to their queries. This reduces the chances of misinformation or inconsistent support, leading to increased customer trust and loyalty.


Reduced Support Costs

Implementing a comprehensive Knowledge Base can significantly reduce support costs for businesses. When customers find the answers they need through self-service, it reduces the volume of incoming support tickets and the workload on support agents. This frees up agents’ time to focus on more complex or critical issues, resulting in cost savings and increased efficiency.


Analytics and Insights

Freshdesk Knowledge Base offers analytics and insights into customer behavior and search patterns. Businesses can track which articles are most frequently accessed, identify knowledge gaps, and optimize content based on customer preferences. These insights help businesses continuously improve their knowledge base, making it more valuable and effective over time.


Seamless Integration

Freshdesk Knowledge Base integrates seamlessly with other Freshdesk features, such as ticketing systems and customer portals. This integration enables a smooth customer support experience, with easy navigation between self-service articles and ticket submission if required.




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Setting Up Your Freshdesk Knowledge Base

Freshdesk Knowledge Base


Setting up your Freshdesk Knowledge Base begins with creating a Freshdesk account, if you don’t have one already. Once your account is active, you can navigate to the Knowledge Base section via the Solutions tab on your dashboard.

Setting up Freshdesk knowledge base feature is a straightforward process that involves several steps. Here is a detailed guide on how to set it up:

  • Log in to your Freshdesk account using your administrator credentials. If you don’t have an account, sign up for a new one.
  • Once logged in, navigate to the Admin settings by clicking on the gear icon in the top-right corner of the screen.
  • In the Admin settings, locate the “Knowledge Base” tab and click on it. This will take you to the knowledge base management section.
  • On the knowledge base management page, you will find an option to enable the knowledge base feature. Toggle the switch to turn it on. This will activate the knowledge base for your Freshdesk account.
  • Next, you need to set up categories to organize your knowledge base content. Click on the “Manage Categories” button to create new categories or modify existing ones. Think about the topics or themes you want to cover and create relevant categories accordingly.
  • After creating the categories, you can start adding articles to your knowledge base. Click on the “New Article” button to create a new article. Provide a title for the article and select the appropriate category.
  • In the article editor, you can write the content of your article. Freshdesk provides a user-friendly editor with various formatting options to create well-structured and visually appealing articles. You can add headings, bullet points, images, and even embed videos to make your articles more engaging.As you write the article, you can also add relevant tags to help users find the content they need easily. Tags act as keywords and improve the searchability of your knowledge base.
  • If you want to include images or other media files in your article, you can upload them directly or use the integration with cloud storage platforms like Google Drive or Dropbox.
  • Once you finish creating the article, click on the “Publish” button to make it available in the knowledge base. You can also save it as a draft if you want to work on it further before publishing.
  • Repeat the process of creating articles for each topic or question you want to cover in your knowledge base. Remember to assign them to the appropriate categories and add relevant tags to improve accessibility.
  • You can customize the look and feel of your knowledge base by going to the “Theme Customization” section. Here, you can change the colors, fonts, and layout to match your brand’s visual identity.

Building Your Knowledge Base

Building Your Knowledge Base


Building your knowledge base involves adding categories and folders, and writing articles for each topic. You can customize the look and feel of your knowledge base to match your brand identity. Furthermore, you can control who can view, edit, or contribute to the knowledge base by setting appropriate permissions.


Maintenance and Continuous Improvement of Your Knowledge Base

Keeping your knowledge base up-to-date is crucial. Monitor and update content regularly to ensure that all information is current and relevant. Collect and implement feedback from users to continually improve the usability and effectiveness of the knowledge base. Lastly, use the in-built analytics feature to track usage, identify gaps in content, and enhance your knowledge base.


Integration Capabilities

Freshdesk, a popular customer support software, offers various integration options to enhance its functionality and streamline workflows. Here are some integration tools that can be integrated with Freshdesk:

  • Freshconnect: Freshconnect is a built-in collaboration tool within Freshdesk that enables team members to communicate and collaborate efficiently. It allows users to share information, assign tickets, and have real-time conversations, enhancing teamwork and productivity.
  • Freshcaller: Freshcaller is a cloud-based call center solution that integrates seamlessly with Freshdesk. It allows support agents to make and receive phone calls directly from within the Freshdesk interface. This integration helps in providing comprehensive customer support by handling both tickets and phone calls efficiently.
  • Freshchat: Freshchat is a modern messaging software that enables businesses to engage with customers through live chat. When integrated with Freshdesk, support agents can manage chats, convert them into tickets, and have a unified view of customer interactions across different channels.
  • Freshservice: Freshservice is an IT service management (ITSM) software by Freshworks. Integrating Freshservice with Freshdesk helps align IT support and customer support teams, enabling seamless ticket routing, collaboration, and sharing of information between the two departments.
  • Freshsales: Freshsales is a customer relationship management (CRM) software that helps sales teams manage leads, contacts, and deals. Integrating Freshsales with Freshdesk provides a unified view of customer information, ensuring seamless collaboration between sales and support teams and enabling them to deliver personalized and effective support.

Partner with Ubique Digital Solutions



Incorporating Ubique Digital Solutions into your digital strategy can help you and your business win. We’ve got the tools and expertise to help you implement the knowledge base and customer support strategies you’ve just learned about. Whether you’re looking to enhance your support system or make the most of your tech tools, we’re here to help. Let’s team up and turn the insights from this blog into tangible success for your business. Contact Us today.



Q: How much time does it take to set up a Freshdesk Knowledge Base?

The setup time depends on the amount of content you need to create and organize. It can take anywhere from a few hours to a few days.


Q: How do I manage multiple languages in Freshdesk Knowledge Base?

Freshdesk supports multi-language knowledge bases. You can create articles in different languages and set a default language for your users.


Q: Can I import existing data into my Freshdesk Knowledge Base?

Yes, you can import articles in bulk to your Freshdesk Knowledge Base using the Import Data option in the Admin settings.


Q: What types of files can be included in the Freshdesk Knowledge Base?

Freshdesk Knowledge Base supports multiple file types for attachments, including images, PDFs, Word documents, Excel sheets, and more.


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