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. Internal Knowledge Base articles are not intended to be viewed by your Customers on the Customer Hub.
Click on Knowledge Base from the left hand navigation from within TeamSupport.
Here all of the Knowledge Base articles are listed including articles that your customers can see. Articles are displayed in custom categories that may or may not be visible on the Customer Hub. There are also two boxes on the right hand side that display New articles and articles that have been recently modified.
You can create a new Knowledge Base article by clicking on the +New Article button. This will automatically check the “Knowledgebase” checkbox. Click here for more on how to create a Knowledge Base article.
The Knowledge Base has a search box which allows your users to search for specific topics (note that if they leave the box blank, all Knowledge Base articles will be returned). Here is a view of the screen showing articles which match the search term.
Clicking on the KB Home at the top of the results will bring you back to the main Knowledge Base. You may click any of the results and the article will open in a new tab.
Click here to see how you can get the most out of your Knowledge Base.
Click here to use the Knowledge Base and the Customer Hub from a customers prospective.
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