📄️ Overview
The Knowledge Base is a comprehensive help article system that serves two purposes: providing internal documentation for support staff and offering a public-facing help portal for end users. It integrates directly with the ticket submission process to suggest relevant articles, helping reduce repetitive support requests.
📄️ Managing Categories
Categories provide the organizational structure for your Knowledge Base. A well-planned category hierarchy helps users find information quickly and keeps your content manageable as it grows.
📄️ Managing Articles
Articles are the core content of your Knowledge Base. Each article belongs to a category and can be configured for internal staff use, public access, or both.
📄️ Public Portal
The Public Knowledge Base Portal provides a customer-facing help center where users can browse articles, search for solutions, and find answers before submitting support tickets.
📄️ Analytics
The Knowledge Base Analytics dashboard provides insights into how your content is performing, what users are searching for, and how effectively articles are deflecting support tickets.