How to delete information from the knowledge base
To delete information from the knowledge base in Freshsales you must leave the CRM and access Freshdesk, since Freshsales has no native knowledge base module. Once in Freshdesk, you need to locate the article and either unpublish it or permanently delete it from the record options.
How to do it in Teeo
“Delete from the knowledge base the information about [topic]”
The information is deleted from the knowledge base instantly.
How to delete information from the knowledge base in Freshsales: step by step
Requirements
- ·Freshsales has no native knowledge base. You must use Freshdesk to delete articles.
- ·Deletion in Freshdesk is permanent; there is no recycle bin for deleted articles.
- ·As an alternative to deleting, you can change the article status to 'Draft' to hide it without permanently removing it.
- ·You need administrator or editor permissions in Freshdesk to delete Solutions articles.
Switch to Freshdesk from Freshsales
In Freshsales, click the grid icon (Apps) in the top-left corner. Select 'Freshdesk' from the app menu. The Freshdesk dashboard will open in a new browser tab.
Open the Solutions section
In the left sidebar of Freshdesk, click 'Solutions'. You'll see the hierarchical structure of categories and folders with all knowledge base articles.
Find the article you want to delete
Browse through categories and folders or use the search bar at the top of Solutions. Type the article title or keywords and press Enter to filter results.
Open the article
Click on the article title to open it and confirm it is the correct content you want to delete.
Access the article options menu
In the article view, click the three-dot icon (⋯) or the 'More Options' button located in the top-right corner next to the edit button.
Select the delete option
In the dropdown menu, select 'Delete Article'. Freshdesk will show a confirmation dialog warning that the action is irreversible.
Confirm the deletion
In the confirmation dialog, click 'Delete' or 'Confirm' to proceed with permanently removing the article. The article will disappear from the knowledge base permanently.
Verify the article was deleted
Return to the folder where the article was and confirm it no longer appears in the list. If you had links to that article in other resources, remember to update them to avoid 404 errors.
Frequently asked questions
Is deleting an article in Freshdesk permanent?
Yes. When you delete a Solutions article in Freshdesk, the action is irreversible and there is no recycle bin. If you want to temporarily hide an article without deleting it, it's better to change it to 'Draft' status instead.
Can I delete an entire category or folder with all its articles?
Yes. In Freshdesk you can delete entire folders and categories. Deleting a folder removes all articles it contains. The action requires confirmation and is also permanent, so make sure before proceeding.
What happens to links pointing to deleted knowledge base articles?
Links to deleted articles will result in 404 errors for users trying to access them. Freshdesk does not automatically redirect URLs of deleted articles, so you must manually update or remove any references to those articles.