Back to Knowledge Base
Go to Knowledge Base > Articles Click "New Article" Enter the title (make it action-oriented, e.g., "How to Reset Your Password") Select a category Write the content using the rich text editor Add search tags (3-5 keywords)
Headings (H1-H6) Bold, italic, underline Ordered and unordered lists Code blocks with syntax highlighting Images and video embeds Tables Links
Set a custom URL slug Write a meta description Add structured data (automatically generated) Articles are indexed for search engines
View count Helpful/not helpful votes Search queries leading to the article Time on page
How to Create and Manage Knowledge Base Articles
Last updated: 2026-04-09
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Creating Knowledge Base Articles
A well-maintained knowledge base reduces ticket volume and helps customers find answers quickly.
Creating an Article
7. Choose visibility: Public (customers can see) or Internal (agents only)
8. Click "Publish" or "Save as Draft"
Rich Text Editor
The editor supports:
Article Versioning
Every change is tracked. View edit history and revert to previous versions under Article > History.
SEO Optimization
Analytics
Track article performance under Knowledge Base > Analytics: