Knowledge Base

Knowledge Base

Knowledge Base articles serve as a self-help resource within the Helpdesk Ticketing System, allowing users to find answers to common questions and troubleshooting steps.

KB home page

Knowledge Base home page shows article categories along with the top 5 articles from each category. You can click a category title to get the full list of articles on that subject.

Access the Knowledge Base by clicking the top "Knowledge Base" tab at the top. It is also the default home page for anonymous ("not logged in") users, when they access the helpdesk for the first time.

You can also "Search" for particular articles, just use the search box on top and hit "enter", or browse articles by tags that are shown at the bottom (along with the article count under each tag).

If you're viewing this page as a helpdesk administrator, you will see the "new article" button that creates a new KB entry. Another way of creating a new KB article is to publish an existing helpdesk ticket to the knowledge-base by clicking the "publish to KB" link on the ticket page under "more" menu.

KB settings

Helpdesk administrators can control which articles are shown in the "top 5" lists by reordering articles in a category (to do that simply go to the KB category page and click "reorder articles").

You can make the Knowledge base visible to registered users only, or to agents only, or even completely disable it at KB settings in Admin

Suggested articles for tickets

Find out more about suggested articles for incoming tickets

Scheduled replies