Knowledge Base Module

This module allows to create a Knowledge Base designed for customer self-service or create an internal help center for support agents. Knowledge Base is multilingual, articles and categories can be translated into different languages.

Here is the Live Demo.

Each mailbox has it’s own Knowledge Base.

Information in the Knowledge Base is stored and provided using articles.

Articles can be easily created and edited using the real-time editor. Image and files can be added to articles. YouTube and other videos cab be embedded using “Video” button on the toolbar.

Articles can be structured using categories. If no categories created, all articles will be simply listed on the homepage of the Knowledge Base. If some category contains only one article, when this category is opened in the Knowledge Base, it will show this article instead of a list of linked articles.

Using “Visibility” parameter, categories and linked articles can be made available only to logged in support agents. If some article is connected only to Private category/categories, it becomes publicly not available.

If you want to allow non-admin users to manage knowledge base go to “Manage » Settings » General” and check “Users are allowed to manage knowledge base”.

When writing a reply to a customer you can quickly insert a link to some article in your Knowledge Base using a special button on the toolbar: 

Custom Domain

In the Knowledge Base settings for each mailbox you can set a Custom Domain. In order the Knowledge Base to work on a custom domain you need to point this domain in your web server settings to the same directory where your main FreeScout domain is pointed.

For example, if your main domain is example.com and it’s pointed to /var/www/html/public folder, you can create for example help.example.com custom domain and point it to the same /var/www/html/public folder.

SSL on your custom domain you configure the same way as for the main domain – on your web server.

Keep in mind that when a Custom Domain is used for the Knowledge Base categories visible to support agents only may not be visible even when support agent is logged in.

Widget

In the Knowledge Base settings you can generate the Knowledge Base widget code and install it on your website: Live demo

Categories visible to support agents only are not displayed in the widget.

If you have the Chat Module installed the “Contact us” button will be displayed and when clicked it will open the chat (or a contact form if you have Chat Operating Hours configured and your support agents are not working at the moment). If you don’t have only End-User Portal Module installed the “Contact us” button will lead to the contact form.

“Powered by FreeScout” notice can be removed using Widgets White-Labeling Module.

Customization

Knowledge Base style and colors can be adjusted via Customization Module using custom CSS styles.

Customize Widget Position

You can adjust widget position or z-index on your website using CSS. Widget button element is #fsw-btn and widget window element is #fsw-iframe.

Limitations

Images added to articles in categories visible to support agents only can be accessed via their direct URLs by others too.