Product / Knowledge Base / 5. Knowledge Base

5. Knowledge Base

User & Administration Guide — Version 1.0.16.0

Guide summary

Publish articles so end users deflect tickets and agents link solutions during resolution.

Knowledge Base article list
Knowledge Base — searchable articles with categories and approval workflow.

Authors create articles from the Knowledge Base page. Administrators configure access, approval, and SEO defaults under Settings.

  • Link articles from ticket detail replies.
  • Surface popular articles on the Help Center home.
  • Use Announcements for time-sensitive broadcasts.