Knowledge Base

The Knowledge Base helps your support team create, organize, and maintain helpful articles that can be reused while responding to customer tickets. It improves response consistency, saves time, and enables customers to find answers without contacting support.

Published articles are also displayed in the Customer Portal, allowing customers to resolve common issues on their own, which can reduce ticket volume and improve response times.

Access the Knowledge Base

Open the Knowledge Base from the sidebar or click the Book icon to manage articles and categories.

Create a New Article

To create a Knowledge Base article:

1. Click + Add New.
2. Select Article.
3. Enter a title and article content.
4. Click Create.

New articles are created under the General category by default. You can change the category later from the article editor.

Publish Articles

Every newly created article starts in Draft mode.

• Draft — Visible only to your internal support team.
• Published — Visible to customers through the Customer Portal.

Click Publish whenever an article is ready to be shared publicly.

Article Actions

Each article supports several management options.

• Edit — Update the title, content, or category.
• Move — Change the article’s category.
• Share Link — Copy the article URL for sharing.
• Delete — Remove the article permanently.

Create Categories

Categories help organize articles into logical groups, making them easier to manage and easier for customers to browse.

To create a category:

1. Click + Add New.
2. Select Category.
3. Enter the category name.
4. Click Create.

When a category is created, Helpdesk automatically creates a default article within that category. You can edit or rename this article as needed.

Knowledge Base List View

The Knowledge Base List View displays all articles grouped under their respective categories.

From this view, you can quickly browse, organize, and manage your documentation.

Category Actions

Each category includes additional management options.

• Add a new article.
• Edit the category name.
• Merge the category with another category.
• Share the category link.
• Delete the category.

Bulk Actions

You can perform actions on multiple articles at the same time.

Select one or more articles using the checkboxes to access bulk operations.

Available bulk actions include:

• Delete — Remove all selected articles.
• Move To — Move selected articles to another category.

Category Behavior

• If a category is deleted, all of its articles are automatically moved to the General category.
• A category must always contain at least one article. If it contains only a single article, delete the category instead of moving the article.

Benefits of Using a Knowledge Base

• Provide consistent answers to common questions.
• Reduce repetitive work for support agents.
• Enable customer self-service.
• Reduce overall ticket volume.
• Improve response and resolution times.
• Create a centralized repository of support documentation.

Best Practices

• Organize articles into clear, descriptive categories.
• Use simple, searchable article titles.
• Review and update articles regularly.
• Publish only reviewed and accurate content.
• Remove outdated or duplicate articles to keep the Knowledge Base easy to navigate.