Use the Knowledge Base
Search, create, and link knowledge base articles from tickets.
Using the Knowledge Base
- Open Service Desk → Knowledge Base to browse all articles.
- Use the search bar to find articles by keyword or tag.
- To create an article, click New Article, write content in Markdown, and publish.
- From any ticket, click Suggest Article to attach a relevant KB article to the reply.
- Track article usefulness via the thumbs-up / thumbs-down rating on the customer portal.
Where to go next
- Understand the whole module → How Service Desk & Ticketing Works
- Next in this module → Set Up the Customer Portal
- Using Internal Team Messaging
- How a Request Becomes a Resolved, Billed Ticket
- See where this fits in the bigger picture → How a Request Becomes a Resolved, Billed Ticket
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