Setup

To setup the Knowledge Base (KB) feature, a couple steps must be completed in the system.

• Knowledge Base Article creation

• Linking KB Articles to Ticket Types

Knowledge Base Article

A knowledge base article must be setup.  To create or manage KB articles, navigate to Settings > Tickets > Knowledge Base.  

Note:  Only Administrators can create and manage Knowledge Base (KB) articles, as well as control which groups have access to them.

Choose the Add New button to create a KB Article.

The content of the Knowledge Base Article is fully customizable.  

1. Article Name can be a generic name of the type of KB form.

2. Description allows for detailed explanation of the article. It will not appear on the ticket screens.

3. Keywords are the searchable words that can be used to display the article. There is no limit of how many you can create. Each keyword has a 256 character limit.  You must press enter after adding each keyword to the article.  If the keyword has been used with other articles, you can select it from the drop down list. 

4. User Groups can be used to control who can have access to the article.  

5. Body is used to store the details of the article or to provide external links to resources that the user can access. The body can contain images as well as details.

After entering the KB information, be sure to click the  button, located either at the top right or bottom left of the page, to save your changes.  

Linking KB Articles

Once the Knowledge Base (KB) articles are created, they must be linked to the appropriate Ticket Types. You can associate multiple articles with a single Ticket Type. To do this, navigate to: Settings > Tickets > Ticket Types.

After linking the KB Articles to the appropriate Ticket Type, be sure to click the button, located either at the top right or bottom left of the page, to save your changes.