Freshservice now allows you to set up an approval workflow for solution articles in your knowledge base. This feature ensures that content authored by agents is reviewed and approved by designated approvers before it is published, maintaining consistency, accuracy, and quality across your documentation.
Implementing an approval process helps standardize documentation and ensures that published content is accurate, relevant, and aligned with organizational standards.
Before you begin
Only the original author of the article can submit it for approval.
How to add approvers to a folder
To assign approvers to a folder:
Go to the Solutions tab in the left sidebar.
Select the folder where you want to enable approvals.
Click Edit at the top-right corner of the folder.
In the Edit Folder pane, select the Assign Approver checkbox.
Add the agents you want to assign as approvers.
Select one of the approval rules:
All Approvers: Every assigned approver must approve the article.
Anyone Can Approve/Reject: Any one approver can approve or reject the article.
Click Save to apply the changes.
Send articles for Approval
Agents who are not assigned as approvers cannot publish articles directly. Instead, they must submit their drafts for approval.
To submit an article for approval:
Draft the article within the selected folder.
Click Send for Approval, when ready.
Note: You can make multiple edits before sending the article for approval, but not after submission.
View the approval status in the right-hand pane of the editor.
If feedback is provided, revise the article as needed and re-submit it for approval.
Approving articles
If you're an assigned approver, you can view articles awaiting your review under the Approvals section in the Solutions tab.
To approve an article:
Click Approve directly from the list view to approve the article.
To review the full article:
Open the article.
Click the options button (⋯) at the top right.
Choose one of the following actions:
Approve – Approve the article for the author to publish.
Approve & Publish – Approve and publish the article immediately.
Edits Required – Return the article to the author with comments for revision.
Note: If even one approver selects Edits Required, the article will be returned to the author for revision, regardless of the other approvers’ actions.
