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 16 languages. Integrate Your Knowledge Base with Your Ticketing SystemIn your Ticketing System you can link articles to collect valuable data and reply using article content at the same time!Show me howTo 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. Learn more about linking articles to tickets. Create Different Article Types and Organize Them into CategoriesCreate 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. Show me howTo create different types of articles:Click the Knowledge Base icon in the side panel. Click + New Article at the top right.Select an article type:Informative Article: The standard article type you should use for most of your articles. Learn more about creating Informative articles. Feature Request: Collect votes and inform customers of new feature releases. Learn more about Feature Request articles.Known Issue: Inform customers of known issues and update them when resolved. Learn more about Known Issue articles. Select a category for your article from the Category drop-down.Click Create Article.To create categories and subcategories:Hover over the Knowledge Base icon and click Categories.Add a category or subcategory:Category: Click + Add New Category at the top left.Click in the Category Name field and enter a category name.Click Create. Subcategory: Hover over the category on the left and click the Show More icon . Click Add Subcategory.Click the Subcategory Name field and enter a subcategory name. Click Save.Learn more about creating categories and subcategories. Experience the Advanced Content EditorUse 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. Show me howTo edit an article:Click the Knowledge Base icon in the side panel. Search for the article you want to edit and select it from the list. Edit your article. Tip: Learn more about using content blocks to add different types of content. Click Save at the top right corner. When you're ready for the article to go live, click the Save drop-down and select Publish. Learn more about editing articles. Support up to 16 LanguagesAllow 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. Show me howTo add additional languages:Hover over Settings in the side panel and click Account.Click Time & Languages.Click Add Language under Supported Languages.Select a language you'd like to add.Click Add Language.Learn more about localizing your Help Center.