Changelog

We’re thrilled to introduce one of the most requested features for our Knowledge Base: Article Ordering! Now, you have complete control to organize articles exactly the way you want.

Flexible Article Ordering at the Category Level

Article ordering works on a category-by-category basis, allowing you to set unique orders for each category.

How to Set Custom Ordering

1. Choose “Custom Ordering” for your desired category.
2. Go to the article page and filter articles by that category.
3. Use the drag icon to reorder articles by dragging them to the desired position.

And that’s it—you’re all set!

Additional Ordering Options

In addition to custom ordering, we support the following options:

• Latest Created: This is the default order for any category, organizing articles by their creation date.
• Title Ascending (A-Z): Sort articles alphabetically based on their titles.
• Popularity: Automatically orders articles by their popularity, with the most viewed ones appearing at the top.

This new feature makes it easier than ever to customize and optimize your Knowledge Base for your audience.

Our team has been hard at work to deliver the final Knowledge Base feature of the year—one that sets a new standard for discoverability in both search engines and AI.

Now, every Knowledge Base automatically generates and hosts the following files:

• /sitemap.xml
• /llms.txt
• /llms-full.txt

This ensures your documentation is ready for seamless ingestion by search engines and large language models (LLMs).

In September 2024, Jeremy Howard, Co-Founder of Answer.AI, proposed the /llms.txt file format as a standardized method for websites to deliver essential information to large language models (LLMs). This markdown-based file simplifies a website’s content into a clear and structured format, eliminating the need for LLMs to navigate through complex HTML, advertisements, or JavaScript.

Today, we’re excited to launch a full suite of app integrations for your Knowledge Base. No more copying and pasting lines of code just to add analytics or widgets—now you can connect to all popular analytics tools with a single click!

Why This Matters

Analytics give you visibility into your customer’s journey. Without it, you miss insights into what customers are searching for and which pages they frequent the most. However, for non-technical users, setting up third-party integrations can be a real challenge, often requiring outside assistance.

Now, with our integrations, you can effortlessly connect any analytics platform you like in just a few clicks.

Installing and Managing Apps

Installing an app is a breeze—simply click “Install” and enter the details, usually an analytics ID or token. Once set up, data will start flowing into your dashboard. Switching to a different platform? Just remove the old app and install the new one.

Need guidance? Our help center offers detailed tutorials for each integration, making the setup process smoother than ever.

Get Started Today

These new app integrations are available to all ThriveDesk users starting today. If you’re new to ThriveDesk, now is the perfect time to start and watch your customer support thrive.

Since the launch of Knowledge Base 2.0, this is hands down the most exciting update we’ve been working on.

No one wants their documentation to look the same as everyone else’s. With our new customizer, you now have the power to design a help center that’s uniquely yours, perfectly matching your brand’s identity.

Today, we’re thrilled to unveil two brand-new layouts, packed with exciting new capabilities and customization features to give your help center and documentation a fresh, unique look.

Powerful New Layout Engine

Our advanced layout engine makes it easier than ever to build a professional self-service help center or world-class product documentation site in just minutes. Customize layouts and styling to fit your needs, and watch your help center transform into something truly unique.

Help Center Layout

Searching for the right conversation is essential in any modern application, and we’ve taken it to the next level. 

Previously, searches were limited and often inaccurate, but today we’re thrilled to announce the launch of a powerful new search engine that makes finding conversations easier, faster, and more intuitive.

Highlight Search

Simply type in your search terms, hit enter, and see the results with highlighted terms for easy identification. 

Since the launch of our Knowledge Base, we’ve allowed users to upload images and videos, but managing them has been a challenge—until now. 

We’re excited to unveil the brand new Media Library as part of our Day 3 launch, providing a central place to manage and upload all your media.

Why It Matters

Previously, our editor allowed you to upload images and videos but lacked a way to manage them effectively. Deleting media from the editor didn’t remove them from our servers, leading to a buildup of unwanted files. 

The new Media Library solves this problem by giving you complete control over all your media in one place. You can upload new images and easily manage existing ones, keeping your storage organized and efficient.

Tiles and List Views

The Media Library offers two viewing options: Tiles and List. 

For Day 2, we’re excited to bring you Command Center ⌘+K/Ctrl+K 🕸️

Get ready to unlock new superpowers with the Command Center—your new favorite shortcut. This powerful tool puts all actions at your fingertips, helping you clear your request queue up to 10x faster.

Why it matters

Modern applications prioritize productivity and intuitive design to simplify users’ lives. When we first created the Knowledge Base, our goal was to provide a functional document management system. But two years later, it’s time to push the boundaries for maximum efficiency.

That’s why we’ve listened to your feedback and are thrilled to introduce the thoughtfully designed Command Center. This powerful tool is a direct response to your needs, helping you work smarter, not harder.

All actions in one place

Everything you need, exactly where you need it. The Command Center brings all actions together in one convenient location, accessible right from your keyboard. 

Whether you’re creating articles or managing settings, it’s all just a keystroke away, making your workflow smoother and more efficient than ever.

Welcome to ThriveDesk’s very first Launch Week! Over the next five days, we’ll be revealing exciting new features of our Knowledge Base, each day bringing something fresh and innovative.

We’re thrilled to start Day 1 by unveiling our completely redesigned Knowledge Base, the result of months of relentless effort and passion.

What’s Changed Behind the Scenes?

This isn’t just a visual makeover; we’ve re-engineered the entire application from the ground up. Every line of code has been rewritten to ensure maximum efficiency. 

The outcome? A seamless and incredibly powerful Knowledge Base solution that enhances your experience. 

We’re thrilled to announce the launch of one of the most requested help desk features in ThriveDesk: the Email Alias! This game-changing addition allows you to manage multiple emails within a single inbox, simplifying your support workflow and boosting productivity. 

Now, you can add similar emails, such as [email protected] and [email protected], to your main support email ([email protected]), and handle all your customer inquiries in one unified space.

Today we’re rolling out three game-changing improvements to streamline your support workflow and boost agent productivity.

New Ticket/Conversation View

Designed for maximum efficiency, our revamped ticket view lets agents breeze through conversations without ever leaving the page. 

With all related tickets conveniently displayed in the left panel, you can switch seamlessly between them. Plus, see who replied last with just a glance – no need to open each ticket.