Here is a quick step guide on how to create a new Knowledge Base article.

  1. Create a new ticket
  2. Give the ticket a name. This will be the name of the article.
  3. The ticket type can be anything – this does not matter. In some cases, our customers will create a ticket type called “KB”. You can read more here on how to create ticket types.
  4. Set the status to Closed. Some customers have also created a status called KB Article and made this a “closed” status – so the ticket is actually closed, but labeled as a KB Article. You can learn more about ticket status here.
  5. For an internal Knowledge Base article, leave “Visible to Customers” unchecked. To give your customers access to the article, check the box for “Visible to Customers”
  6. Check the box for “Knowledge Base”. Once you check Knowledge Base, choose the optional category/subcategory.
  7. Write your content in the Description field. You can also attach files to the ticket which will allow your customers to download them. You can also insert custom HTML into the Description to embed images or add URL links to other locations.
  8. Click Save & Close Tab button.

You may also turn an existing ticket into a Knowledge Base article. Simply open the ticket into a new tab and edit the values as described above on the right hand side of the screen. Turning a ticket into a Knowledge Base article is a great way to share a ticket with internal TeamSupport users for use case scenarios and knowledge share.

Additionally, you may filter the article by adding Products and Customers. Click here to learn more about Knowledge Base filtering.

Click here to learn how to use the Internal Knowledge Base.

Click here to see how your Customers will use the Knowledge Base.

Need more help with this?
Customer Support

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