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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 access office wifi, you can write a how-to article explaining the steps. Learn how to set up your knowledge base.

You must have at least one knowledge base space linked to your service project to start creating articles. Learn how to link knowledge base spaces to your service project.

To create a knowledge base article:

  1. From your project sidebar navigation, 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 content. If you are unsure about how to start your article, select one of the available templates. While writing, a draft is automatically saved. Learn how to use templates to create articles.

  5. Select Publish when done.

    • If you aren’t ready to publish the article yet, select Close to save the article as a draft. You can find it later by going to Knowledge base > Drafts.

Create a knowledge base article from the issue view

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

  1. From the issue view, select Knowledge base.

  2. Select Create article.


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