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Knowledge base articles

The knowledge base holds help articles that clients can read on their own, so they need to open fewer tickets.

Add a category

Section titled “Add a category”
  1. Go to Support → Knowledge Base and open the Manage Categories tab.
  2. Select New Category, give it a Title and a Description, then Create.

Add an article

Section titled “Add an article”
  1. On the Articles tab, select New Article.
  2. Choose a Category, write a Title and the Content.
  3. Set the Status: Draft keeps it to staff, Active publishes it.
  4. Select Create.

The Knowledge Base page with the Articles tab listing two active articles with their category and views.

Support → Knowledge Base.

The eye button opens an article as clients see it; the edit button changes it.

Where clients see it

Section titled “Where clients see it”

Active articles appear under Knowledge Base in the client area menu. To keep a whole category from clients, edit it and tick Hidden from clients.

In System → Settings, the Support card has Enable Knowledge Base to turn it off, and options to suggest articles on the client ticket form and the contact form.