Knowledge Base Articles (KB Articles) are a quick way to share information with your users. You can use this system to document common issues/fixes, describe know problems, provide training, etc.
It is typically used to try to reduce the number of tickets created by users, by providing them with the answers they need before creating a new ticket.
When creating a New Ticket, users will be shown matching knowledge base articles while they are providing the description of their issue (if turned on in the settings).
Article List
From the KB article list, you can create a new article by clicking the button at the top of the page.
You can also filter the articles by department and/or keywords.
The list of existing articles shows the following:
- Article tite
- Department - Category
- The edit icon to edit the article
- A trash can icon to delete the article
- Who created it
- The last time it was edited
- The date it was created
Clicking on a line item takes you to the article's page.