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How To Arrange Content in the Freshdesk Portal and Community Forums

Posted on 17 Feb 2021


How To Arrange Content in the Freshdesk Portal and Community Forums

Freshdesk portal and community forums should be well organized so that users can find information fast and easily. They should be like online libraries where you can get everything related to the product or service: from step-by-step manuals to problem resolution.

Freshdesk knowledge base and community forums let businesses do the following:

  • Empower customers with fast 24/7 self-service.
  • Provide support agents with a knowledge base of common issues and their solutions. 
  • Educate clients and employees with detailed manuals, troubleshooting guides, white papers, and other materials.
  • Provide developers and support staff with macros, code snippets, templates, and other useful tools they need in their work.
  • Drive additional traffic by giving unique and helpful information in your areas of expertise.

The Freshdesk portal is the fastest and easiest way for users to get answers to their questions. And the content organization is critical to building this knowledge base. Remember that only you have access to all the information that your customers need. So it’s your main task to arrange your content in such a way that it meets the most common customer needs and provides answers to their frequent questions in a hassle-free manner. 

Fast search and frequently asked questions

Place the most popular questions and articles at the top so that users could access them quicker. It is also an excellent idea to create a FAQ list for every main category and then break these questions down into folders as subcategories develop.

Avoid duplicate content

Duplicate content can clutter search functions, cause updates to influence only certain areas, and lead to other problems. So if multiple categories give the same information, you should reorganize them to avoid duplicate content in different places. Think about how it would be better to arrange information within the Freshdesk portal levels: categories, folders, and articles. 

Organization and access

Add different user access to your Freshdesk knowledge bases and community forums because clients and employees and sometimes even various types of clients have different concerns and needs. For example, a support agent needs access to all the information provided to clients, but customers don’t need to see internal company policies and procedures.

Linking the Freshdesk knowledge base and community forums

From the beginning, don’t create multiple community forums. Start with the main categories and add future forums based on the questions users ask over time. After that, fill your knowledge base with the most popular questions in the community.

To Sum it Up

Proper organization of the Freshdesk portal will benefit everyone in the company: support staff, sales representatives, marketing and product departments, and even executives. They all rely on self-service tools to improve customer experience and reduce support costs. In the long run, it will be easier for clients to find answers themselves, rather than submitting a new ticket for common problems. So, a well-structured Freshdesk knowledge base that provides plenty of good-quality content will help you save a lot regarding time and money.

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