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Guide to Freshdesk Customization

Posted on 30 Jun 2021



New to the Freshdesk knowledge base and want to get it right from the start? Then you have come to the right place to learn how to customize the Freshdesk support center and what to focus on.

Any online resource that is not tailored to your needs and requirements can harm your business. A knowledge base that is not an extension of your brand can create a completely wrong impression and fail to achieve the desired outcome.

What's more, many marketing leaders have acknowledged the personalization trend because it creates happy customers, and the first step to it is customization.

With that in mind, let's take a look at how you can customize the Freshdesk knowledge base.

Consistent Design

Most clients will not focus on every little detail of your Freshdesk knowledge base. However, it will be enough for them to feel that something is not quite right. This can frustrate your customers and spoil the overall impression of your company. And, of course, you don't want this to happen. 

Therefore, it's best to keep all your resources branded and consistent in terms of design, including the logo, colors, fonts, icons, and other details. Luckily, Freshdesk branding and customization are here to help you. 

Freshdesk Branding

Your brand and corporate style are what you want your users to remember because this can boost sales, recommendations, and loyal customers. So, the first thing to think about when customizing your Freshdesk knowledge base is that it should be in line with your main website. If your users feel that they left one site and got to a completely new one, they are more willing to leave it because they assume they are in the wrong place. Even if they understand that the support center belongs to your company, they don’t see you as a professional any longer. 

Logical Layout

The main objective of the Freshdesk knowledge base is to help and not frustrate those who are already looking for answers. So if you would like to offer an excellent customer experience, don’t place your content chaotically on the homepage. Instead, it is best to logically break the Freshdesk knowledge base into categories, sections, and articles. And if you have a lot of content, you can use best portal practices. For example, additional formatting components like accordions and tabs structure the homepage so that it doesn’t look overloaded with information. In addition, simple, straightforward, and self-explanatory headings help users find sections they need.

Additional Formatting Components

Content that is engaging and easy to digest has much more value for users. It is possible to achieve this with simple formatting add-ons like tabs, accordions, callout blocks, videos, images, cool fonts and icons, and a lot more. What is important is that all these components are a part of all Freshdesk templates from BreezyThemes.

Easy-to-Use Navigation

The homepage should provide a lot of information, but at the same time, it shouldn’t be cluttered. For best results, you should use the most appropriate layout with custom features for the main categories.

In addition, the navigation should have the same settings across all pages in your Freshdesk knowledge base. However, the number of additional options in the menu should not make the navigation hard to use and overwhelm users. This is where drop-down menus, tabs, and accordions can be helpful. They make sections easier to arrange and don't overwhelm clients with infinite options.

Visual elements in the Freshdesk knowledge base should be self-explanatory, and they shouldn’t mislead your users. For example, blue underlines are usually links, and if you can’t click on the text, the design is not user-friendly.

Table of Contents

This Freshdesk plugin is ideal for long content. Table of contents lets you get from one section of an article to the other in a second. And the main advantage is that it is created automatically based on article headers.

Related Articles

In addition, you can show articles from the same section in the sidebar and help users find other information about the same topic.

To Sum it Up

We hope you are now well aware of the importance of Freshdesk customization. You know how to set up the structure and layout of your knowledge base from the start. And if time and quality are your main priorities, you should look into ready-made Freshdesk themes, extensions, and value-added services provided by Breezy Themes, the only Freshworks Authorized Partner that specializes in Freshdesk and Freshservice knowledge base.

It's time to get your ideal support portal!

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