Write knowledge base articles for your customers

Knowledge base articles let you share information and know-how with your customers. For example, if you get a lot of requests on how to get an access card, you can write a how-to article explaining the steps.

Before you can start creating articles, your service project must have at least one knowledge base space linked to it.

Read how to set up your knowledge base.

Read how to link knowledge base spaces to your service project.

To create a knowledge base article:

1. From your service project, select Knowledge base.

2. Select Create article.

3. Select the knowledge base space you want to create your article in and select Next.

4. Write your article. If you are unsure how to start, select one of the available templates. While writing, a draft is automatically saved. Read how to use templates to create articles.

5. When you’re done, select Publish. If you aren’t ready to publish the article yet, select Close to save it as a draft. You can always find it later under Drafts. Read how to use templates to create articles.

Create a knowledge base article from the issue view

You can also create new articles directly from an issue. To do so:

1. From your service project, select Queues.

2. Select the required issue.

3. Under Details in the right-hand side panel, go to the Knowledge base field to see relevant articles.

4. Select Create article.