We’re looking to build a knowledge base section on our website. We plan to use Freshdesk Solutions as our CMS, but we do not want to use their pre-built knowledge base website (the one that they provide by default). We plan to use the available REST endpoints to fetch the knowledge base categories, folders and articles.
Couple questions:
I do not see an endpoint to update the following fields: thumbs_up, thumbs_down, hits. When using the included knownledge base portal Freshdesk provides, those fields get updated automatically when a user views the article or clicks the thumbs up/down buttons. Is there a way to manipulate those fields through a REST endpoint?
I do see endpoints to fetch articles and another one to update an article, but those fields are not included in that endpoint.
It would be very useful if these fields were included in the API. It seems odd that the API allows to build out a full solution but without these (very) useful features.
@Andreas_Runnhagen No updates yet. Keep watching the product updates for any changes to the API.
I will again ensure to pass this request to the Freshdesk product team.
Definitely a good addition as the voting buttons in Freshdesk disappear and never appear again when article feedback tracking for agents is enabled. See tickets 8457769 and 9617166.
