Knowledge Base

The knowledge base is articles you write so customers can self-serve and agents can insert help while chatting or working tickets.

Staff editor

Open Knowledge Base in the agent panel. Create categories and articles. Publish only accurate, approved content.

Public site

When public KB is on the plan, customers browse articles at /customer/{org}/knowledge-base. They can mark articles helpful.

In tickets and chat

The ticket and live-chat sidebars can search articles so you paste a link instead of rewriting the same steps.