New KB Article

The "new KB article" page is visible to technicians and administrators only. Use it to create new articles in the Knowledge Base.

• Subject — Enter a concise and descriptive title for the KB article. This will be the first thing users see in search results. Example: "How to Reset Your Password".
• Details — Provide a detailed description of the solution or information. You can format the text using the toolbar options for bold, italic, underline, text alignment, lists, links etc. You can use WYSIWYG/HTML or Markdown.
• Category — Choose an appropriate category from the dropdown list to classify the KB article. The categories can be added/removed under "Admin > Ticket categories".
• Visibility — Tick the "For technicians only" box if the article should only be visible to support staff and not to the general user base.
• Tags — Add relevant tags to the article to aid in search and organization. Tags are also used to auto-suggest relevant articles to end-users (along with AI-powered suggestions). Example: "password", "reset", "authentication".
• Attachments — You can attach files to the article (upload from your device or use cloud-hosted files from OneDrive, Google Docs, Dropbox — if you've enabled those integrations under "Admin > Integrations").