Creating Internal Articles

Internal articles are hidden from customers but available for agents to link. They're great for tracking topics you'd rather not display in your Help Center or Widgets. You can also provide agents with directions for handling situations on internal articles. 
For example:
You could create an internal article for tracking refunds granted as compensation. In the article you could list the steps agents should follow to process the refund.  

Step 1 | Create a New Article

Create an article with a title that makes it clear to agents that it's internal. We recommend explaining when to link the article and how to handle the situation. 

Step 2 | Add an "Internal" Label to the Article

Create a label to use for all your internal articles, then add it to your article. If you've already created an "internal" label, you can just add it to the article without creating a new label. Later you'll exclude this label from your customer-facing Help Center and Widgets. 

Step 3 | Hide the Label from Your Help Center and Widgets

Exclude the "internal" label to hide all articles with the label from your Help Center and Widgets. Make sure to hide the label from each widget you've installed. 

Step 4 | Publish Your Internal Articles

Publish your internal articles once you've completed steps 1 - 3. Agents can then find and link them from the article search field when replying to tickets. 
Important:
Do not share internal article URLs (web addresses) with customers. Internal articles cannot be viewed in your Help Center or Widgets, but can be accessed through direct links. 
Tip:
Learn more about linking articles to tickets

Related Articles

Including and Excluding Articles in Your Help Center

Every article you publish is displayed in your Help Center by default. However, you may want to hide some articles that are not meant for your Help Center. For example, you should exclude articles created specifically for widgets or for internal linking purposes. Select an option to learn more:Display content by languageHover over Settings in the side panel and click Help Center.Click the Advanced tab.Click the toggle next to each language to enable or disable it:Enabled: Content in that language appears in your Help Center.Disabled: Content in that language does not appear in your Help Center.Display content by categoryHover over Settings in the side panel and click Help Center.Click the Advanced tab.Click Edit content visibility on the relevant language.Select Use articles from certain categories.Click the Expand arrow and select an option:Use articles from these categories: Select the categories you do want to use. Content in all categories except those: Select the categories that you do not want to use.Click Save.(If applicable) Repeat steps 3 - 6 for each language in your Help Center.Display content by labelYou can create a label and apply it to any article. Then show or hide articles that have a particular label.Hover over Settings in the side panel and click Help Center.Click the Advanced tab.Click Edit content visibility next to the relevant language. Select Use articles with the following labels under Filter content by Labels.Click the relevant drop-down and select labels to:Include ANY of these labels: Articles are included in the Help Center if they have any of the selected labels.Include ALL these labels: Articles are only included in the Help Center if they have all of the selected labels. Exclude: Articles are excluded from the Help Center if they have the selected labels. Click Save.(If applicable) Repeat steps 3 - 6 for each language in your Help Center.Display content by article typeHover over Settings in the side panel and click Help Center.Click the Advanced tab.Click Edit content visibility on the relevant language.Select Use only the following types of articles.Select the article types that you do want to use. Click Save.(If applicable) Repeat steps 3 - 6 for each language in your Help Center.

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Types of Articles

Help customers find what they're looking for by organizing your content into 3 different types of articles: Informative Article: This is the most common type, which you will probably find yourself using most often. Create Informative articles to introduce features, provide step-by-step instructions, answer FAQs and more. Learn MoreFeature Request: This allows you to collect feedback and votes from customers about products or features that aren't available yet. You can notify followers that voted for Feature Requests when you update the article's status. Learn MoreKnown Issue: This type lets you inform customers about bugs or other issues that you're aware of. You can notify followers that reported experiencing the issue when you update the article's status. Learn MoreTip:You can change the type of article using the Article Type drop-down at the top of the Content Editor. Keep mind that changing the article type in your default language automatically changes it in all languages. 

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About Labels

Add labels to articles and tickets for an extra layer of categorization and functionality. Use labels in your Knowledge Base to organize articles and determine where they can be viewed. Use labels with tickets and Automatic Actions to optimize your Ticketing System's workflows. Managing Your LabelsCreate, rename, and delete the labels you'll add to articles and tickets from your Label Manager. Important:To manage labels, you must be an administrator or have a custom role with Labels enabled in the Settings - Tools permissions.Show me how Hover over Settings  in the side panel and click Labels. Choose what you want to do: Create a new label: Click + New Label. Enter a label name and click Create. Rename a label: Hover over the relevant label and click the Show More icon . Select Rename. Edit the label name and click Save. Delete a label: Hover over the relevant label and click the Show More icon . Select Delete. Click Yes, Delete this label. Using Labels With ArticlesAdd labels to Knowledge Base articles for an extra layer of categorization and functionality. Categorizing articles with labelsLabels can help you group articles that have something in common, but don't fit within the same category or subcategory. After adding labels to articles, you can filter your Knowledge Base to include or exclude articles by label. For example:If you need to keep track of articles that relate to a new major feature, create a label and add it to the relevant articles. Then add the label filter to your Knowledge Base to view a list of articles that have the label. Show me howTo add the label filter to your Knowledge Base article list: Click the Knowledge Base icon  in the side panel. (Optional) Click the Languages menu at the top-right and select a language. Click the Filters icon  on the left. Click + Add Filter and select Labels.Learn more about adding label filters to your Knowledge Base. Showing and hiding articles with labelsUse labels to show or hide specific articles from your Help Center and Widgets. You can also use them to create 'internal' articles agents link for data tracking purposes.For example:You can publish and hide an unfinished article by adding a 'hidden' label to it, then excluding the label from your Help Center and Widgets. Show me howTo hide an article from your Help Center and Widgets: Create a label you'll use for hiding articles. Add the label to articles you want to hide.  Exclude the label from your Help Center and Widgets. View a full tutorial about creating internal articles. Using Labels With TicketsUse labels to keep tickets organized and apply actions to them automatically with Automatic Actions. Agents can also add labels to tickets manually. Organizing tickets with labelsKeep tickets organized by adding labels to them when they have something in common. Then make it easy for agents to work on specific types of tickets by including or excluding labels in ticket views. For example:You could add a 'legal' label to tickets that your legal department should answer. Then create a custom view that includes the label so your legal department can see all their tickets in one place. Show me howTo manually add a label to a ticket: Go to the relevant ticket.  Click + Add Label and select a label. Tip: Enter a label name to search for it. To add the label filter to a ticket view: Click the Tickets icon  in the side panel. Hover over the view you'd like to filter and click Edit. Click Add Filter and select Labels. Click the Include Any drop-down and select the label you'd like to include. (Optional) Add other filters to your view.  (Optional) Save the view for all agents to use: Note: To save views, you must be an administrator or have a custom role with Create, update, and deleted views enabled in the Ticket List & Saved Replies permissions. Click Save View as or click the Save View drop-down  and select Save View as. Enter a name for the view and click Save View. Using Automatic Actions with labelsUse Automatic Actions to add labels to tickets that fit certain criteria, or perform actions on tickets that have specific labels.For example:You could create an Automatic Action that adds the 'legal' label to tickets sent to your legal department's mailbox. Then you could create an Automatic Action that assigns tickets with the 'legal' label to the group of agents in your legal department. Show me how to add labels to tickets using Automatic Actions Hover over Settings  in the side panel and click Automatic Actions. Click + Create New Action. Note: Click Start Now then click Create New Action if this is your first Automatic Action. Enter a name for the action. (Optional) Enter a description of the action. Click the toggle(s) under Apply action when to apply the action when: A new ticket is created: The action applies when a new ticket is created. A user replies: The action applies when a customer replies. Set the conditions that will cause the action to occur: ANY of these conditions occur: Set the action that occurs if ANY of the conditions are met: Click the drop-down menu and select a condition. Click the Operator drop-down menu and select an option (e.g. Is, Is Not). Note: If you selected User is authenticated or a Checkbox custom field type, click Yes or No and skip the next step. Enter the value that the condition must meet. (Optional) Click Add Another Condition to add another condition then repeat the steps. ALL of these conditions occur: Set the action that occurs only if ALL of the conditions are met: Click the drop-down menu and select a condition. Click the Operator drop-down menu and select an option (e.g. Is, Is Not). Note: If you selected User is authenticated or a Checkbox custom field type, click Yes or No and skip the next step. Enter the value that the condition must meet. (Optional) Click Add Another Condition to add another condition then repeat the steps. Click the drop-down menu under Select an action and select Set labels. Click the Select labels field and enter the label you want to add to tickets.  Click Save.Show me how to apply an Automatic Action when a ticket has a specific label Hover over Settings  in the side panel and click Automatic Actions. Click + Create New Action. Note: Click Start Now then click Create New Action if this is your first Automatic Action. Enter a name for the action. (Optional) Enter a description of the action. Click the toggle(s) under Apply action when to apply the action when: A new ticket is created: The action applies when a new ticket is created. A user replies: The action applies when a customer replies. Click the ANY of these conditions occur drop-down and select Ticket labels.  Click the Select labels drop-down and select the label that, when tickets have it, an action will occur. Scroll down to the Action to take section and click the Select an action drop-down.  Click the action you want to occur when tickets contain the label you selected in step 7.  Continue filling out the options for the action.  (Optional) Click Add Another Condition to add another condition then repeat the steps. Click Save.Tip:Learn more about working with Automatic Actions. 

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Linking Articles to Tickets

Link articles to tickets to gain insight as to why customers contact you and to efficiently reply to customers with the directions they need. We recommend linking each ticket to at least one article to make sure you're collecting data about each support request. Benefits of Linking ArticlesLinking articles to tickets allows you to:Save time by pasting article contents directly into replies. Note that you can edit the text.Keep replies concise by adding links to full tutorial articles.Track how many tickets are related to specific issues.Find answers from your own knowledge base to help you solve tickets. What are your top support issues?Conduct an in-depth analysis of your linked tickets to understand your customers' pain points and make data-driven business decisions.Linking Articles to TicketsChoose from suggested articles based on ticket content, or manually search for articles to link. When linking, you can add the article's contents to your reply, add a link to the article, or link without inserting content (for collecting data). To link an article to a ticket:Go to the relevant ticket and scroll to the reply field.Select a suggested article or manually link an article:Link a suggested article: Click a suggested article in the reply field. Note: Click the arrow icon on the right to view more suggested articles. Manually link an article: Click the Knowledge Base Articles icon  and search for a specific article. Hover over the article you want to link to choose a linking option. Tip: Click Filters in the search bar to refine your search by category, article type, or label. Choose a linking option:View article: Preview the article without linking it.Insert content to your reply : Paste the article contents into your reply.Paste a link to your reply : Paste the article's title as a clickable link into your reply. Link article : Internally link the article without adding content to the reply. (Optional) Repeat the steps to link additional articles. Editing Linked ArticlesQuickly view a ticket's linked articles, link additional articles or remove linked articles. To edit your linked articles:Click the Related Articles icon  from the footer and choose an option:Link article: Click Link articles then search for a specific article, hover over it, and click Link to ticket. Unlink article: Hover over an article and click Unlink article.Next:Learn how to send replies to your customer's tickets.

2 min read