KnowledgeBase integration: Use help center articles when handling tickets

Integrate HelpDesk with KnowledgeBase

Integrate your HelpDesk with KnowledgeBase for enhanced support efficiency. A KnowledgeBase is a centralized repository of articles, guides, and FAQs, offering quick solutions to common customer queries.

Connecting your KnowledgeBase with HelpDesk enables agents to instantly access relevant information during customer interactions, accelerating issue resolution and enhancing the support experience. This integration empowers agents to swiftly deliver accurate assistance and facilitates proactive suggestions of relevant articles, reducing repetitive questions and increasing satisfaction for both agents and recipients.

Find out how to integrate KnowledgeBase with HelpDesk to experience streamlined support processes and increased agent productivity.

How to add KnowledgeBase to HelpDesk

Enter HelpDesk and go to the HelpDesk Marketplace.

Use the search bar to find KnowledgeBase for HelpDesk in the list of applications and integrations.

Select KnowledgeBase for HelpDesk from the list.

Then, select “Install” to start the KnowledgeBase installation process.

When KnowledgeBase is successfully installed, you’ll see the corresponding confirmation message.

Open KnowledgeBase settings to manage workspaces and help center articles. Start creating helpful guides and manuals for your agents to use when resolving customer cases in HelpDesk.

You can edit the look of your Help Center in KnowledgeBase, as well as create and publish articles.

The KnowledgeBase Help Center can also be public and made available to your customers. This is very important if you want to create self-service recourses. 

Browse the KnowledgeBase Help Center for more information on navigating and getting the most out of it.

How to browse KnowledgeBase help center articles in HelpDesk

You can access KnowledgeBase resources directly in HelpDesk tickets.

Use the menu on the right to access help center articles and use them in solving requests. Use the advanced search option to browse the gathered knowledge and select the most relevant resource.