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:
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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!