Creating a support article for either an internal procedure or as a guide for a customer is something that you may need to do from time to time. This guide will take you through creating a support article, placing it in the correct folder for either internal or external viewing and the review/ publishing process.

Instructions for writing a support article

Step 1: Access the Support Articles

• To access the Support Articles in Freshdesk select the 'Solutions' icon in the left-hand menu -

  

Step 2: Generating a new Article

• Select the 'New Article' option to begin creating your support article - 

  
  

  

Selecting the drop-down menu to the right of the 'New Article' button will give you the option to create either a new folder within the Support page, or a new category within an existing folder.

Step 3: Setting up your article

• Select one of the templates on the right hand side
  
• Enter the title of your article in the 'Title' box (If it is an internal article please prefix the article title with 'Internal - '). 
   

Step 4: Formatting your article

• Along the top of your screen you'll see various formatting tools -
  
•  Use the 'Styles' option on the far left to get the correct text styles and size for each piece of text
  
  For the main body of text use the styles 'Normal'
  For the main article heading use the styles 'Heading 1'
  For secondary headings or steps within the article use styles 'Heading 2' & 'Heading 3'

To create a note, such as this, start a new line and select the '+' icon to the right and select the 'Note' option:

• To style an image, simply click the image and you will get a formatting toolbar -
  

Note: Images should all be centre aligned

Step 5: Finalising your article

• Once you have finished editing your article and you are happy with the content, select the 'Save' option in the top right hand corner of the screen and then select 'Send for review'
  
• You will then see the following box appear, please select the member of the team that you wish to review your article to check for any errors or issues before publishing.