Writing and publishing knowledge base articles (Help Desk)

Writing and publishing knowledge base articles (Help Desk)

Help customers help themselves

Your Knowledge Base is a library of help articles your customers can read on your support portal — answering common questions so they don't have to wait for a reply. Good articles mean fewer tickets for you and faster answers for them. You'll find it under Help Desk → Knowledge Base.

Write a new article

  1. Go to Help Desk → Knowledge Base and click New article.
  2. Give it a clear Title and write the answer in the Body editor.
  3. On the right, set the Category, the Language (or leave it to auto-detect), and add Tags to make it easier to find.
  4. Click Save. New articles start as a Draft.

Publish when it's ready

A draft is only visible to your team. When the article is ready for customers, open it and click Publish — its status changes to Published. You can take an article back offline at any time with Unpublish.

Organise with categories and tags

On the Knowledge Base page, the Categories & folders tab lets you create categories, nest them under a parent category, set a sort order, and pick an icon — so your portal stays easy to browse. The Tags tab lists every tag in use, handy for quickly filtering related articles.

Review what's waiting and what's working

  • The Review queue tab gathers every draft in one place so you can publish them with a single click.
  • The Analytics tab shows totals for published and draft articles and overall views, and each article tracks its views and how many readers found it helpful.

A tip to start

Begin with articles for your five most common questions, keep each one short and task-focused, and use a title that matches the words customers actually type. Even a small knowledge base pays off fast.

    • Related Articles

    • Set up your customer support portal and email intake (Help Desk)

      Let customers reach you the easy way Your Help Desk comes with a customer portal and built-in email intake, so customers can ask for help by email or on a self-service site, and every message becomes a trackable ticket. This article covers the portal ...

    • Getting more help

      Getting more help Stuck on something this knowledge base doesn't cover? Here's how to get the answer you need as quickly as possible. 1. Search the knowledge base Use the search at the top of this help centre — there's a good chance the answer is ...

    • Managing support tickets in the NexerIQ Help Desk

      What the Help Desk is for The Help Desk is your built-in support system. It turns customer questions — however they arrive — into tickets you can track, assign, reply to, and resolve, so nothing slips through the cracks. You'll find it in the left ...

    • Receiving support tickets by email: set up your help desk inboxes

      NexerIQ can turn incoming email into support tickets automatically. Each help desk inbox gets its own intake email address; anything sent there becomes a ticket, replies from your customers attach to the same ticket, and your agents answer from ...

    • Managing requesters and linking them to customers (Help Desk)

      Who's asking for help A requester is a person or contact who can submit support tickets — usually someone at one of your customers. Keeping requesters tidy means tickets are tied to the right person, you can see everything they've ever asked, and you ...