Forum Topic Creation and Navigation

Purpose

This SOP describes how to create a new forum topic in Freshdesk to engage with customers, gather feedback, or make announcements. Following this procedure allows agents to start discussions and share information with the community.

Scope

This procedure is intended for support agents and administrators who need to create new topics in the Freshdesk forums. Use this SOP when you want to start a new discussion, post an announcement, or share information with your user community.

Prerequisites

• Logged in to Freshdesk with your agent or administrator account

• Access to the Forums feature in your Freshdesk plan

Procedure

1. 1

   Navigate to kuban-help.freshdesk.com

   Go to the Forums page

   Navigate to kuban-help.freshdesk.com and ensure you are logged in to your Freshdesk account.

   Step 1 of 6
   
2. 2

   Click the Add Topic button

   Click the Add Topic button

   Click the Add Topic button located in the upper right area of the Forums page. This opens the topic creation form where you can enter your topic details.

   Step 2 of 6
   

   Click: Add Topic
3. 3

   Enter the topic name

   Type the topic name

   Click into the Topic Name field (marked with a red asterisk as required) and enter a descriptive title for your topic. This is the heading that users will see in the forum listing.

   Step 3 of 6
   

   Click: Topic Name *
4. 4

   Enter the message content

   Type your message content

   Click into the Message text editor area and type the content of your topic. The editor provides formatting tools including:

   Step 4 of 6
   

   Click: Topic Name *
5. 5

   Configure topic options (optional)

   Review optional settings

   Review the optional settings available below the message editor:

   Step 5 of 6
   

   Click: Topic Name *
6. 6

   Post the topic

   Click Post Topic to publish

   Click the Post Topic button to publish your topic. The system will process your submission and redirect you to the newly created topic page, confirming it has been successfully posted.

   Step 6 of 6
   

Verification

To confirm your topic was created successfully:

1. After clicking Post Topic, you should be redirected to the topic detail page showing your topic title and message content.

2. Navigate back to the Forums page to verify your topic appears in the All Activity or Your Topics Activity tab.

3. Check that the topic displays the correct title, content, and timestamp showing when it was created.

Troubleshooting

Conclusion

You have successfully created a new forum topic in Freshdesk. Your topic is now visible to the community and users can view and reply to it (unless you locked it). The topic will appear in forum listings and activity feeds for users to engage with.