Skip to main content

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.

You can access the Knowledge Base from the main navigation under Knowledge Base.

Permissions Required
  • View Knowledge Base permission to browse and read articles
  • Manage Knowledge Base permission to create, edit, and delete articles and categories

Key Features​

Dual Visibility​

Articles can be configured for different audiences:

VisibilityWho Can SeeWhere It Appears
PublicAnyone on the Help PortalPublic KB portal + Admin
InternalAdministrators onlyAdmin area only

Public articles can optionally require login, useful for content that should be visible to authenticated users only.

Two-Level Categories​

Content is organized into a simple but flexible hierarchy:

  • Root Categories - Top-level groupings (e.g., "Getting Started", "Troubleshooting")
  • Subcategories - Second-level groupings under root categories (e.g., "Getting Started > Account Setup")

Each category can have its own icon, visibility setting, and sort order.

SEO-Friendly URLs​

All public content uses clean, readable URLs:

/kb/getting-started/how-to-reset-password
/kb/troubleshooting/wifi-connection-issues

When you change an article or category slug, the old URL automatically redirects to the new one.

Rich Content Editing​

Articles support two editor formats:

  • Markdown - Simple text-based formatting, great for technical documentation
  • Rich Text - Visual editor with formatting toolbar, better for non-technical authors

The format is stored per-article, so different authors can use their preferred editing style.

Ticket Integration​

When users submit support tickets, the Knowledge Base automatically suggests relevant articles based on their subject line. This "ticket deflection" helps users find answers immediately, reducing support workload.

Dashboard Overview​

The Knowledge Base dashboard at Knowledge Base shows key metrics at a glance:

  • Total Articles - Published, draft, and archived counts
  • Total Categories - Root and subcategory counts
  • Recent Views - View activity over the past 30 days
  • Top Articles - Most-viewed articles
  • Recent Searches - What users are searching for
  • Deflection Rate - Percentage of ticket submissions where users viewed articles first

Getting Started​

  1. Create Categories - Set up your category structure first
  2. Write Articles - Add content to your categories
  3. Configure Settings - Enable public portal and ticket suggestions
  4. Review Analytics - Monitor usage and improve content

Workflow Overview​

A typical Knowledge Base workflow:

graph TD
    A[Create Category] --> B[Write Article]
    B --> C[Save as Draft]
    C --> D[Review & Edit]
    D --> E[Publish Article]
    E --> F[Monitor Analytics]
    F --> G[Update Based on Feedback]
    G --> D

Draft Stage: New articles start as drafts, visible only to admins. Use this time to write, review, and refine content.

Published Stage: Once published, articles appear in their designated locations (admin, public portal, or both based on visibility).

Archive Stage: Outdated articles can be archived rather than deleted, preserving view history while hiding from active listings.

Related articles

Loading…