Configure FreshService in Knowbler

A Service Desk Management Tool is where support agents work and a Knowledge Management Tool is where support articles are published. Zendesk fulfills both functions.

1. Log into Knowbler.

2. Go to Clients, and click Add Client.

   Note: First time users can click Get Started.

   

3. Select FreshService.

4. Each client has a unique label. Please provide a label for your installation in the Name field.

5. Select a Connection from the Connections dropdown. If you haven't linked FreshService to Knowbler yet, click Add New and follow the instructions in Add FreshService and Khoros Connections.

   

6. Click Next.

7. Khoros is the only Knowledge Management System (KMS) supported for FreshService. It is auto-selected. Enter a label for the KMS in the Name field and click Next.

   

The Mapping Screen is displayed. There are two configurations:

• Article Sharing Settings: Configure Article Sharing Settings for Khoros

• Field Mapping: Map Fields for Knowledge Article Generation in Khoros