Create and manage your Knowledge Base

Open the Knowledge Base

Select Knowledge Base from the Helpdesk navigation. The Knowledge Base belongs to the current organization, so each organization keeps its own support content separate.

Create an article

1. 1Open Knowledge Base and select New article.
2. 2Add a clear article title.
3. 3Choose the category the article belongs to.
4. 4Write and format the article content. You can use headings, lists, links, text formatting and images for step-by-step guidance.
5. 5Choose whether the article should be a Draft or Published.
6. 6Save the article.

Organize articles with categories

Categories make the article library easier to browse and maintain.

1. 1Open the Categories tab.
2. 2Create a category such as Getting started, Billing, Returns or Troubleshooting.
3. 3Assign articles to the most relevant category.

Find and maintain articles

• Search articles by title or article content.
• Filter the library by category.
• Use the article list to see status and last-updated information.
• View an article before making changes.
• Edit an article when your process changes.
• Delete articles that are no longer needed.

Published articles and AI

Published Knowledge Base articles can be searched by the Helpdesk AI Agent when it is answering questions or comparing a customer ticket with your organization's documentation.