How do I set up a knowledge base?

The knowledge base lets you create self-help articles for your customers and internal guides for your agents.

Setting up:

• Go to Settings > Knowledge Base (or Resources)
  
  

• Create categories to organize your articles
• Add articles with rich text content, images, and attachments
  
  
  

• Set visibility: Published (visible to all) or Draft (hidden)
  
  

Visibility options:

• Public articles: Visible to customers on your portal
• Internal articles: Visible only to agents and admins

Tips:

1. Create FAQ articles for common questions to reduce ticket volume
2. Agents can link knowledge base articles in their ticket replies
3. Review and update articles regularly to keep content accurate