In this article, we will provide a step-by-step guide on how to write a Freshservice article. Step 1: Identify the Topic The first step in writing a Freshservice article is to identify the topic. You should choose a topic that is relevant to your audience and addresses a common issue or question. Some tips for choosing a topic include: Reviewing your support tickets to identify common issues Conducting a survey to understand your users' needs Analyzing your website analytics to see what users are searching for Step 2: Research the Topic Once you have identified the topic, the next step is to research it. You should gather as much information as possible about the topic, including: Common causes of the issue Possible solutions or workarounds Best practices for using the feature You can gather this information by: Reviewing your support tickets and chat logs Consulting your knowledge base or documentation Conducting online research Step 3: Write the Article Now that you have gathered all the necessary information, it's time to write the article. When writing the article, keep the following tips in mind: Use clear and concise language Break the article into sections or steps Use screenshots or videos to illustrate the steps Provide links to related articles or resources Step 4: Review and Publish the Article Before publishing the article, it's important to review it for accuracy and clarity. You should also ensure that the article is properly formatted and includes all the necessary links and resources. 

Freshservice Knowledge Base solutions are grouped under a three tier hierarchy : Categories - Folders - Solutions. Here’s how you create new solution articles for your knowledge base. Click on the Solutions tab and click on the Add New > Article button on the top right side of the page. Enter a title, description and attach any necessary files. Set the Category and Folder from the drop-down options present on the right pane  Click on Save to save all the changes For tips on how to brainstorm and write a solution article, refer to: How to Write a Solution Guide

If you would like to add to the ever-growing Newport News Technology Knowledge Base, submit your idea to us!  Simply email kbase@newportnews.freshservice.com from your NNPS account with your idea or specific information you would like included in the article.  You can also include pictures or request specific pictures be created for your article.  Once the email is sent, the article will appear as a draft for the Knowledge Base team to edit and publish.  If you have any questions, you can include it in the body of the email and someone from the Knowledge Base team will get back to you as soon as possible.