Use the Knowledge Base

Browsing and searching

1. Open Ticketing → Knowledge Base.
2. Filter by Category, or search by keyword to find an article.
3. All Articles shows everything, published or not.

Published articles are also readable by customers on your public knowledge base and in the client portal, so anything you publish is public.

Writing an article

1. Click New Article.
2. Write the content, set its category, and save.
3. Click Publish when it is ready. Until then it stays a draft, visible only inside the platform.

Generating from what you already know

Click Generate with AI to draft an article from your existing tickets and resolutions rather than starting from a blank page. Drafts land in the review queue — open Review drafts →, read what was produced, edit it, and publish it if it is right. Nothing is published without someone approving it.

Using articles on tickets

There is no article picker on the ticket itself. To use an article in a reply, open it in the knowledge base and paste the relevant part, or send the customer its public link — that way they can find it again without raising a ticket.

Deflection at the front door is handled separately by the chatbot, under Autonomy → Support Chatbot, which answers from published articles before a ticket is ever created.

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