The purpose of this article is to provide information about how to create and format articles on Freshdesk.

Adding Text

To add text to an article,  begin by entering the text for the article. This can be accomplished by either retyping the text or by copying and pasting the text from the source into the Freshdesk article.

Any text added to the article in this way will assume Normal paragraph formatting. Normal paragraph formatting defaults to 16 px black font.

NOTE: 

If you have copied the text, paste the text using "Paste as Plain Text" (Windows) / "Paste and Match Style" (Mac) or paste the text and use the clear formatting button to remove any formatting brought over from the source text.

 

Adding Headings

Heading 2 should be used for the majority of the headings within articles. Heading 2 formatting defaults to 28 px, bold, black font. Additional headings are listed below and will be used as needed in articles. 

Heading 1 - 40px (Reserved for Article Title)

Heading 2 - 28px (Article/Content Primary Headings)

Heading 3 - 22px (Article/Content Secondary subheading)

Heading 4 - 20 px (Article/Content tertiary level subheading)

Adding Images

Images and screenshots should be added to articles using one of the "Screenshot" templates. These templates have built-in formatting and, therefore, no additional formatting should be added to an image before it is uploaded to the article. 

There are three templates available for adding images and screenshots to an article.

1. To add an image or screenshot, you will need to save the image or screenshot locally on your computer. Do not add any additional formatting to the screenshot or image.
2. Next, insert the desired Screenshot template from the Templates menu on the right and select the Insert template button.

3. Select the Replace Me object and then select the Replace icon.
4. Locate the screenshot or image on your computer to add it to the article.
5. Select the i icon to add Alternative Text for the image.

6. To allow you to exit the Screenshot + Screenshot template, it includes text above and below the image. This text can removed from the article by deleting it from the code. To accomplish this, enter the code view, locate and highlight the leading and trailing <p>Delete Me</p> code and press the delete button on your keyboard.

Adding a Table to an Article

To add a table to an article, use the Insert Table button in the WYSIWYG editor and select the number of rows and columns needed in the table.

Adding a Video to an Article

To add a video to an article, copy and paste this embed code into the code of the article.

<p>Replace the iframe src property with the warpwire or youtube URL</p>
<div class="embed-wrapper" style="padding: 16px; border: 1px solid #ccc;">
    <div class="embed-container">
        <iframe src="https://www.youtube.com/embed/3kwoDpdR0as?rel=0" allowfullscreen="" allow="autoplay *; encrypted-media *; fullscreen *; picture-in-picture *;" frameborder="0" sandbox="allow-scripts allow-forms allow-same-origin allow-presentation"></iframe>
    </div>
</div>
<p>Delete me</p>

1. Replace the iframe src property with the Warpwire or YouTube URL.

2. Remove the two lines of padding text from the first and last lines of the code.

Creating Ordered Lists in an Article

If you need to add sequential steps to an article, you will need to add an ordered list. In some cases, you will need to add sequential steps with images using either the Screenshot + Text (Right) or Screenshot + Text (Left) template. Creating a sequential list in this manner will require you to modify the code to add sequential numbers./p>

1. Add the Screenshot + Text (Right) or Screenshot + Text (Left) template to your article and make the first block of text an ordered list.

2. Add the second Screenshot + Text (Right) or Screenshot + Text (Left) template and and make the block of text an ordered list.

3. Enter the code video and add "start="2" to the <ol> code. Repeat this step for each step in the sequential list, increase the start number as you go.