You may create a new Knowledge Base article, or convert an existing ticket into a Knowledge Base article. 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.

Visibility and KB Flags

There are two important flags for Knowledge Base Articles: Visibility and Knowledge Base. Both of these flags can be set at the article level, and also at the action level. This allows you the granularity to select not only which article may be visible to your Customers on the Customer Hub, but also allows you to make some actions visible on the Customer Hub, and make some private.

Article Visibility and KB flags are found on the right hand side of the article/ticket:

Action Visibility and KB flags are found at the top of each action:

Creating a New Article

Follow these steps 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. Decide your visibility. For an internal Knowledge Base article, leave “Visible” unchecked. To give your customers access to the article from the Customer Hub, check the box for “Visible”
  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.
  9. Once saved, you may add multiple actions to a KB. If you followed the steps above, you will notice that the first action created will already have the action KB flag and will have the same visibility as the ticket. You may toggle these flags on and off on any action by hovering over the “more” menu and toggling the KB and/or Visible flag.

Converting a Ticket to an Article

Follow these steps to turn an existing ticket into a Knowledge Base article.

  1. Open the ticket into a new tab and edit the Visibility and Knowledge Base flags found on the right hand side of the ticket, as well as the Knowledge Base Category field as described earlier on this page.
  2. Next, you must set the KB and Visibility flags for each action. For example, you may have several actions on the existing ticket, but only want to make one of them a visible KB action. Action Visibility and Knowledge Base flags are found on the top of each action as described earlier on this page.

Related Information

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?
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