Knowledge Base (admin)
Write, categorise and publish the articles that answer customers before they open a ticket.
What is it?
The editorial back end of the knowledge base: categories, articles, drafts, publishing state, internal-only articles for staff, ratings and the search index.
Why does it exist?
Every article that answers a question is a ticket you never receive. It is the only part of a helpdesk where the work you do once keeps paying every month.
How does it work?
1
Look at your most common ticket categories — write those articles first.
2
Create categories that match how customers think, not how you are organised.
3
Publish publicly, or mark internal for staff-only procedures.
4
Watch ratings and rewrite anything scoring badly.
5
Link articles from canned replies so agents spread them naturally.
WHO USES IT
Administrator
Senior staff
WHAT MANAGEMENT ACHIEVES
Ticket volume falls without service getting worse — the opposite of every other way of reducing volume.
In practice
Six articles covering the top six questions cut a hosting desk’s monthly ticket count by roughly a fifth within two months.
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