Helpdesk Knowledge Base Article Creation

Purpose

This SOP describes how to create and publish a new knowledge base article in Freshdesk, including setting up the required folder hierarchy and category structure for article organization.

Scope

This procedure is intended for helpdesk agents and administrators with permissions to manage the knowledge base. Follow this SOP when creating new solution articles for customer self-service support.

Prerequisites

• Logged in to your Freshdesk helpdesk account

• Knowledge base management permissions (Agent or Administrator role)

Procedure

1. 1

   Navigate to kuban-help.freshdesk.com

   Access your Freshdesk helpdesk portal

   Navigate to kuban-help.freshdesk.com and sign in with your helpdesk credentials.

   Step 1 of 13
   
2. 2

   Access the Solutions section

   Click the Solutions icon in the left sidebar

   Click the Solutions icon (book with lightbulb) in the left navigation sidebar to access the knowledge base management area.

   Step 2 of 13
   

   Click: nav-solutions
3. 3

   Create a new solution article

   Click the Create new button

   Click the Create new button to start creating a new knowledge base article. The article editor will open.

   Step 3 of 13
   

   Click: Create new | es-solution-article…
4. 4

   Enter the article title

   Type the article title in the title field

   Enter a descriptive title for your article in the title field at the top of the editor. This title will be visible to customers in the knowledge base.

   Step 4 of 13
   

   Input: Write with AI" "New Value: Hello
5. 5

   Add article content

   Type the article body content

   Click in the editor area and type the article content. Use the formatting toolbar to apply styles such as headings, lists, bold, or links as needed.

   Step 5 of 13
   
6. 6

   Attempt to publish the article

   Click the Publish button

   Click the Publish button in the top-right corner. If this is your first article, you will see a validation error indicating that the hierarchy field is required.

   Step 6 of 13
   

   Click: Publish | publish-button
7. 7

   Create a new folder

   Click the + New folder button

   Click the + New folder link next to the Select hierarchy field. The New folder dialog will appear.

   Step 7 of 13
   

   Click: + New folder | create-folder
8. 8

   Enter folder name

   Type the folder name

   Enter a name for the folder in the Name field. This folder will contain your knowledge base articles.

   Step 8 of 13
   

   Input: Name" "New Value: Name
9. 9

   Create a category for the folder

   Click Create new category link

   Click the Select hierarchy dropdown. If no categories exist, click Create new category to establish the top-level category for organizing folders.

   Step 9 of 13
   

   Click: Create new category
10. 10

    Enter category name

    Type the category name

    Enter a name for the category in the Category name field. Categories are the top-level organization structure in your knowledge base.

    Step 10 of 13
    

    Input: Category name" "New Value: First
11. 11

    Save the category

    Click the Save button to create the category

    Click the Save button to create the new category. The category will be selected automatically in the hierarchy field.

    Step 11 of 13
    

    Click: Save | category-submit
12. 12

    Save the folder

    Click the Save button to create the folder

    Click the Save button in the New folder dialog to create the folder within the selected category. The dialog will close and the hierarchy field will be populated automatically.

    Step 12 of 13
    

    Click: Save | folder-submit
13. 13

    Publish the article

    Click the Publish button to make the article live

    Click the Publish button again. The article will be published and made available to customers in your knowledge base. You will see confirmation notifications for both the category and folder creation.

    Step 13 of 13
    

    Click: Publish | publish-button

Verification

After completing the procedure, verify that the article was published successfully:

1. Confirm the article page displays with a Published status badge in the right panel.

2. Verify the Location section shows the correct category and folder hierarchy.

3. Check that the article content and title are displayed correctly.

4. Navigate to your customer-facing knowledge base portal to confirm the article is visible to users.

Troubleshooting

Conclusion

You have successfully created and published a knowledge base article in Freshdesk, complete with the required category and folder hierarchy. The article is now live and accessible to your customers for self-service support.