Write knowledge articles for your team

Knowledge articles are your team's own answers to the questions customers ask often: how to reset a device, what your warranty covers, how returns work. They are internal: only your team reads them.

Before you start

• You need the right Manage Customer Support to write, publish and archive articles.

Steps

1. Open Customer Support → Knowledge articles.
2. Scroll to the New · Knowledge articles form.
3. Type a Title, for example "Reset the card reader".
4. Optional: type a Category, for example "Devices".
5. Write the article in Description: the steps, in plain words.
6. Select Create record. The article is saved as Draft.
7. Open the article. Under Actions, open Publish and select Publish. It becomes Published.

To use it on a ticket:

8. Open the ticket. Under Actions, open Use knowledge article.
9. Pick the article and select Use knowledge article. Its title and text are added to the ticket's notes.

Statuses

Good to know

• Editing a published article (with Edit) sets it back to Draft. Publish it again when you are done.
• Only published articles can be added to a ticket.
• Adding an article to a ticket copies its text into the ticket's notes; it does not send it to the customer. Record the reply you gave as usual. See work a ticket.
• Articles are internal. There is no public help centre for your customers in Desk.
• Articles are kept per branch, like tickets: pick the Branch at the top if you work in more than one.
• Archiving keeps the article; nothing is deleted.