Knowledge Base

The knowledge base holds the project's articles, guides and answers to frequent questions. Open it from Knowledge Base in the sidebar, if the knowledge base is enabled.

Finding articles

The “Search articles...” box finds articles whose title, summary or text contains what you type. On the left you can pick a category, and the switch above the list shows “All”, “Published” or “Drafts”. Next to it is the sort: “Newest first” or “Least helpful first” (articles where the widget readers' 👎 outweighs 👍 the most come first).

Using an article in a reply

There's no button that inserts an article into a reply from the ticket: open the article in Knowledge Base and copy the text you need. For replies you send often, templates are handier — you insert them into a reply with “/”.

Where else articles are used

• AI suggestions for operators use published articles, both public and internal (see AI assistant). An AI answer that goes to the customer without an operator uses only public ones.
• The bot can answer customers with knowledge base articles itself, if that's turned on in the bot builder: only published public ones.
• Published public articles are shown to website visitors in the widget's “Help / Knowledge base” tab, if it's turned on. Internal articles are never shown to customers. Under an article, visitors mark whether it helped: open the article in Knowledge Base, and the “Reader ratings” block shows how many 👍 and 👎 it got, a chart by day and the “What went wrong” notes left with a 👎.