Knowledge Base Highlights

In your Knowledge Base dashboard you create and manage all the articles and categories that appear in your Help Center and Widgets. Your articles integrate with your Ticketing System to allow agents to easily link and send information to customers. 

Create different types of articles and organize them into categories and subcategories. Use the Content Editor to add various text types, images, videos, tables, iFrames, and more. Reach customers from around the globe by localizing your articles in up to 15 languages. 

Integrate Your Knowledge Base with Your Ticketing System

In your Ticketing System you can link articles to collect valuable data and reply using article content at the same time!

Create Different Article Types and Organize Them into Categories

Create Informative, Feature Request, and Known Issue article types that allow customers to help themselves. Organize your articles into categories and subcategories that appear in your customer-facing Help Center. 

Experience the Advanced Content Editor

Use the Content Editor to add different text types, images, videos, tables, iFrames, and more. Fully customize your articles to offer unique support materials to your customers. 

Support up to 15 Languages

Allow your team to localize articles and support customers from around the world. The Content Editor splits into two, allowing you to copy content across languages and translate with ease. 

Related Articles

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.

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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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Creating Categories and Subcategories

Help customers find the information they're looking for by organizing your articles into categories and subcategories. Tip:Planning out your categories and subcategories before you start writing articles can save you time. To learn more about creating a Help Center structure, click here.Once you have a basic outline of the categories and subcategories you need, start adding them.Important:You must be an admin to create categories and subcategories. Learn more about roles and permissions. Click an option to learn more:Add a categoryHover over the Articles icon  in the side panel and click Categories.Click + Add New Category.Enter a category name in the field and click Create.To reorder your categories: Hover over a category, then drag and drop it into a new location using the Reorder icon . Add a subcategoryHover over the Articles icon  in the side panel and click Categories.Hover over a category on the left and click the Show More icon . Click Add Subcategory.Note: You can only add subcategories to categories that do not contain articles. Learn how to move articles to other categories. Enter a subcategory name in the field and click Save. Note: New categories and subcategories appear in your Help Center as soon as you create them. You can hide them until they're ready to be viewed from your Help Center settings. Add a category iconNote: Category icons only appear in your Help Center when using the Moderna template. Learn more about changing your Help Center template. Hover over the Articles icon  in the side panel and click Categories.Select the category on the left.Click the category icon next to the category name at the top of the page. Select the image type you want to add:Upload new image: Upload your own image. Select an image file from your computer and click Open.Stock Icon: Choose from hundreds of free icons. Search for icons using the search bar or the scroll menu. Click the icon you want to add and click Select.

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Editing an Article

You can update an article from its Content Editor anytime you need to make changes. Learn how to go to an article's Content Editor:From the Team Member toolbar on the live version.By searching in your Knowledge Base. Editing an Article from the Team Member ToolbarUse the Team Member toolbar to go to the Content Editor if you're already viewing the live version of an article in your Help Center. To edit an article from the Team Member toolbar:Go to the live article in your Help Center. Click the Drop-down icon   in the top left corner. Note: If you don't see the Drop-down icon  in the top left corner, make sure you're logged in to your Wix Answers account as a team member. Click Manage this article to go to the article's content editor. Edit the article. Tip:Learn how to use content blocks to add different types of content. Click Save at the top right.When you're ready to update the live article, click the Save drop-down and select Publish. (Optional) Select the option(s) (Notify followers, Update URL) and click Publish Article. Show me moreNotify followers: Send an automatic notification to followers of the article.Update URL: Redirect the article's old URL (if previously published with a different title) to the new URL. Tip:Learn more about the Team Member toolbar. Editing an Article from Your Knowledge BaseGo to the Content Editor of any of your articles by searching for the article in your Knowledge Base. To edit an article from your Knowledge Base:Click the Knowledge Base icon  in the side panel. Click the Search field and enter the name of the article you want to edit. Select the article to go to its Content Editor. Edit the article. Tip:Learn how to use content blocks to add different types of content. Click Save at the top right.When you're ready to update the live article, click the Save drop-down and select Publish. (Optional) Select the option(s) (Notify followers, Update URL) and click Publish Article. Show me moreNotify followers: Send an automatic notification to followers of the article.Update URL: Redirect the article's old URL (if previously published with a different title) to the new URL. Tip:View the live article once you've published by clicking View Live next to Save. 

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Localizing (Translating) Your Help Center

Wix Answers provides you with all the tools you need to localize (translate) your content. Step 1 | Add Supported LanguagesWhen signing up, you are asked to choose your primary language. You can add additional languages at any time. For every language you add, you receive localized email and Help Center templates. Click here to see the list of supported languages.Show me howHover over Settings  in the side panel.  Hover over Account and click Time & Languages.Click Add Language under Supported Languages.Select the language you'd like to add.Click Add Language.Step 2 | Localize Your Help Center Titles and TextWhen you add a new supported language, your Help Center template is automatically localized. However, you can go in and edit the titles and text if you wish to do this manually.Show me howHover over Settings  in the side panel. Hover over Help Center.Click Design & Text.Click the Text tab.Select the relevant language.Edit the titles and text that appear in your Help Center.Click Save.Step 3 | Localize Your CategoriesCategories you create in your primary language are automatically added to your localized Knowledge Base. Make sure to localize your categories before publishing your articles.Show me howHover over the Knowledge Base icon  in the side panel and click Categories.Select the relevant language.Hover over the relevant category and click the Show More icon .Click Rename and enter a translated name for your category.Click Save.Step 4 | Localize Your ArticlesWix Answers provides a simple to use system which allows you to create and manage all of your localization tasks. Once an article is ready to be localized you can create a translation task. Show me howNote: You can send translation tasks from an article's Content Editor in your default language only. Make sure to create new articles in your default language if they'll need to be translated. Go to the article's Content Editor in your account's default language.Click Translations in the footer. Click Select All or click a language to manually select it. Click Next. (Optional) Enter a translation task note to add details about the task and click Next. Alternatively, you can leave this section blank and click Skip. Set the task priority level (Low, Normal, High) and click Send to Translation. Your translators can then open and localize the article. Show me howGo to the article's Content Editor in your account's default language. Click Translations in the footer.Hover over the language you're translating the article to and click Open Article. Click Tasks in the footer to review the translation task(s). Note: Click the X icon to close the Tasks window. Translate the article's title. Copy content from the article's main language using one of the following options:Translate all the content: Click Copy Content in the bottom right corner. Translate part of the content: Hover over a content block in the Primary language version on the right and select Click to copy. In the Localization Content Editor, hover over the left side of a content block and click the Add a block icon .Select the Paste Block icon . Translate the article as needed. Click Tasks in the footer and and select the task. (Optional) Enter a comment in the field and select Comment.Click Complete. Click Save at the top. When you're ready, click the Save drop-down and select Publish. (Optional) Select a publishing option: Notify followers: Send an automatic notification to followers of the article.Update URL: Redirect the article's old URL (if previously published with a different title) to the new URL. Click Publish Article. NoteYou can send new translation tasks each time that you update the content.Step 5 | Display the Language in Your Help CenterNew languages are automatically added to your ticketing system. However in order for them to appear in your help center you must enable them manually.Show me howHover over Settings  in the side panel.  Hover over Help Center.Click Advanced.Click the toggle next to each language you want to display.Tip:Streamline your translation process with Crowdin, a third party localization management tool. 

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