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Write and share effective knowledge base articles

A knowledge base is a collection of articles that help your customers find answers to their questions even before they raise a request. Once you set it up, your knowledge base will be available for your customers even when you're on holidays, working on other requests, or have gone home for the day. A knowledge base is also a library of self-service resources for your team and will help agents while they assist customers to resolve their requests.

Here are some examples of situations in which you would write an article:

  • If you get a lot of similar requests such as How do I access office wifi?, you can write a how-to article. When customers search for ‘wifi’ in the help center, they'll find your article. If they send you a request, you can share the article with them rather than walking them through the steps in a comment.

  • If you're upgrading a system, you can write a step-by-step upgrade guide and link to it from an announcement in the help center.

  • If you usually walk your customers through a series of steps to diagnose and troubleshoot a problem such as a broken printer, you can write a troubleshooting guide instead. Customers can find it in the help center, or you can link it to them in a request.

  • If a team member is not sure of the best way to resolve an issue they can search the knowledge articles for information.

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