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Knowledge Base

The knowledge base lets you create and publish articles for your clients. Published articles with the public flag are accessible through the client Portal, enabling self-service troubleshooting and reducing ticket volume.

Categories​

Organize articles into a hierarchical category structure:

  1. Navigate to Knowledge Base in the sidebar
  2. Click Manage Categories
  3. Create top-level categories (e.g., "Email", "VPN", "Printing", "Security")
  4. Add subcategories with parent relationships for nesting
  5. Set sort order to control display sequence

Creating an Article​

  1. Navigate to Knowledge Base
  2. Click New Article
  3. Enter a Title
  4. Select a Category
  5. Write content using the rich text editor
  6. Add Tags for searchability
  7. Set Status:
    • Draft — visible only to internal team
    • Published — visible to internal team (and clients if marked public)
    • Archived — hidden from active views
  8. Toggle Public if this article should be visible in the client Portal
  9. Click Save

Published articles automatically receive a published_at timestamp.

Article Analytics​

Each article tracks engagement:

MetricDescription
View CountTotal number of times the article has been viewed
Helpful CountUsers who clicked "This was helpful"
Not Helpful CountUsers who clicked "This was not helpful"

Use these metrics to identify your most valuable articles and improve low-performing ones.

💡

Articles with high view counts but low helpful ratings likely need revision — the title is attracting readers, but the content isn't answering their question.

Portal Integration​

Articles marked as public appear in the client Portal's knowledge base section. Clients can:

  • Browse articles by category
  • Search across all public articles
  • Rate articles as helpful or not helpful
  • Access articles without submitting a support ticket

This reduces ticket volume by enabling self-service resolution for common issues.

Next Steps​