Knowledge Base

Write help articles once and let users (and agents) self‑serve — cutting repeat tickets.

Add an article

1. Go to Support → Knowledge Base → New Article.
2. Fill in:
   • Title and body/description.
   • Category — group articles (create a category name and an optional icon emoji).
3. Publish it. Search existing articles with Search articles….

Published articles are available to portal users and can be linked into ticket replies.

tip

Turn your most common canned reply into a KB article and link it — you answer once in the ticket and the next person finds it themselves.