You can quickly convert email conversations and agent ticket responses into draft solution articles. This simplifies knowledge base maintenance by capturing valuable information directly from your support interactions.
Benefits
Streamlines content creation by turning emails into article drafts automatically.
Reduces manual effort required to document known solutions.
Keeps your knowledge base up to date with minimal input from agents.
Improves knowledge sharing across teams by leveraging existing support communication.
To create an article through email, follow these steps:
Respond to a ticket and in the CC or BCC field, add your knowledge base email address. For example- kbase@yourcompany.freshservice.com
Click Send.
You can later review, edit, and publish it as needed.
Once the email is sent, a draft solution article is added in the Default Category. You can access this draft through the Solutions tab, apply necessary formatting, add tags, and publish it as a permanent article.
