Tips & Tricks: Create a Knowledge Base Article from a Ticket Reply

Ever answer a customer’s question and feel like you’ve answered it 20 times before? The best way to stop that vicious cycle is by creating a Knowledge Base article answering that question, which can then be accessed via your support portal and used as a canned response.

We’ve taken an extra step out of the process by allowing you to turn a response you already sent into a Knowledge Base article.

Simply click “create article” link near the top of our response.

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You’ll then be given the dialog for adding an article.

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Adjust your text (make sure to take anyone’s specific name out!) and click “Create”. Done!

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