Knowledge Base

What it does

The Knowledge Base lets you create help articles and FAQs that customers can access without contacting support. Articles are organised into categories and can reduce your ticket volume by answering common questions.

Key actions

• Create and organise help articles
• Group articles into categories
• Edit and publish articles
• Link articles from ticket replies

Getting started

Go to Helpdesk and look for the Knowledge Base section. Create categories for your topics, then write articles answering your most common customer questions.