Knowledgebase

Service Desk > Knowledgebase

The Knowledgebase page manages knowledge base articles related to customer support issues. Typically knowledge base articles are started by copying them from an actual customer ticket when the ticket is resolved, then updating the article to serve as a general reference. You can also create a knowledge base article using this page.

• Each knowledge base article can be linked to one or more tickets.
• Each article can include attachments.
• You cannot browse for a knowledge base

Creating New Knowledge Base Articles

1. Select the Service Desk > Knowledgebase page.
2. Click New.
3. Enter the following in the Articles tab.
   • Title
   • Category
   • Keywords
   • Publish Date
   • Details
4. Select the Related Tickets tab.
   • Select one or more tickets.
   • Click OK.
5. Click Attachments tab.
   • Click Upload a new file to upload files to this record.
6. Click Save.