Knowledge Base

Knowledge Base articles serve as a self-help resource, allowing users to find answers to common questions and troubleshooting steps.

KB Home Page

The Knowledge Base home page shows article categories along with the top 5 articles from each category. You can click a category title to get the full list of articles on that subject.

Access the Knowledge Base by clicking the "Knowledge Base" tab at the top. It is also the default home page for anonymous ("not logged in") users when they access the app for the first time.

You can also search for particular articles by using the search box at the top and hitting "enter", or browse articles by tags that are shown at the bottom (along with the article count under each tag).

If you're viewing this page as an administrator, you will see the "new article" button that creates a new KB entry. Another way to create a new KB article is to publish an existing ticket to the knowledge base by clicking the "publish to KB" link on the ticket page under the "more" menu.

KB Settings

Administrators can control which articles are shown in the "top 5" lists by reordering articles in a category (to do that simply go to the KB category page and click "reorder articles").

You can make the Knowledge Base visible to registered users only, or to agents only, or even completely disable it at KB settings in Admin.

Suggested Articles for Tickets

The app automatically generates a list of suggested KB articles for every incoming ticket, using AI-powered matching.