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Client loginالعربية Amman, Jordan[email protected]+962 795 900 124

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Knowledge base

The knowledge base holds what you have written down, and who is allowed to read it: your staff only, your customers, or anyone.

Where

Support & Knowledge › Knowledge Base

Who

Anyone allowed to write articles.

Write an article

1
Press + New Article.
2
Type the Subject. Choose the Group it is filed under, or press + Add group to make one.
3
Choose Where it appears: this decides who can read the article.
4
Write the text under Article description. Use headings for its sections: the public page builds its list of sections from them.
5
Under Related articles, search for articles to show at the bottom. A reader is shown only the ones they can open.
6
Tick Published when the article is ready, and press Save.
The New Article form

Groups

Press Groups to open the topics your articles are filed under, in the order a reader sees them. New group adds one. Articles takes you back to the list.

The Groups screen

The list

Search articles finds an article. Archived shows the archived ones. To put a group's articles in order, choose that one group first. When your articles belong to a help centre, the screen shows the address of its public page. The table shows where each article Appears in, its Views and how many readers found it Helpful.

The article's page

Press an article's name to open it. The head says its group, who can read it, how many times it was viewed and how many readers found it useful. Its buttons are Print sheet, Edit and Archive. The tabs are Article (the text), Related (the articles shown at the bottom), Feedback (how readers voted and what they said was missing) and Activity (who wrote and changed it).

The Knowledge Base list
The list showing one group's articles
An article's page, Article tab
An article's page, Related tab
An article's page, Feedback tab

Flowrica on this screen

Press Guide me and Flowrica points at each part of the screen. She can write an article with you, one question at a time. Nothing is saved until you press the form's own button.

Before: Open and answer a ticket