What is the Knowledge Base?

The Knowledge Base is a place for your organization to keep track of answers to frequently asked questions. It can be a place you send your customers to when they ask you the same question for the millionth time, or a repository of internal documents for your staff’s eyes only (or both!)

The first release of the Knowledge Base includes the following features:

  • Restricting articles to agent-only view (i.e., “Internal Visibility”)
  • Scheduling articles to be published later
  • Archiving articles
  • Sorting articles into categories and subcategories
  • Integration in the Ticket message composer (type “??” to insert a reference to a KB article)
  • Multi-language support (not available for Starter- and Professional-tier hosted subscribers)
  • Attachments
  • Internal links (to tickets)
  • Internal links (to other KB articles)
  • External links (to other websites)
And there’s even more to come in future releases!