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Guide to building your knowledge base

We're actively rewriting our user guide, so check back for improved coverage.

The knowledgebase is a library designed to help your customers answer their own questions with standard information, how-to's and instructions. Ideally, your self-service resources will be so helpful that your agents can help customers with more inquiries that need their personal attention.

Some of our most successful customers have grown theirs into extensive libraries by adding just 1-2 articles at a time, so don't be afraid to start small! 

Create categories

This is what the knowledgebase looks like to your customers: 

The knowledgebase is organized entirely by category for easy viewing. You can start an article with inbuild Root category or can create a new category by clicking Insert Category

Once you've established this, you can go on to do the following from this page:

  • Insert a sub-category 
  • Insert a new article in a category
  • Filter articles within a category

Publish an article

To create a new article, click Knowledgebase on the navigation bar and then choose New Article. When you're drafting an article, remember to hit "Update" early and often to save your work. 

You can place this article in multiple categories, which comes in handy when you're creating multiple guides with overlapping information.

Moderate comments 

Customers can rate and comment on Knowledgebase articles, which you can moderate in the admin + staff control panels. If you encourage your customers to do this (and you should), it becomes a valuable source of direct feedback for improving or retooling your articles. 

The following screenshot shows a customer commenting on a knowledgebase article. By default, they are not published to your knowledgebase until a staff user approves.


Finally, there are three things you can do with a comment: approve, reject or mark as spam:

Publish news or announcements 

Use the News section to publish news and announcements for your customers to see when they log into the helpdesk. 

Even better: every time you publish a new announcement, you can have an automated email sent to every customer who subscribes here:  

Where to go next

Set up an SLA

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  1. Varun Shoor

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