Knowledge base¶

Customers can search for and read published answers and instructions.

Overview¶

This page explains how to use Knowledge base and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Search the knowledge base. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
Open an article. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Use categories and visible content. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.

Download knowledge article attachments¶

Open an accessible article and click the required file under Attachments. An article may contain multiple files. Downloads remain subject to authentication and article visibility; internal-only articles and their files are not made accessible this way.