Using the knowledge base while answering
Searching internal procedures and sending customers the right article without leaving the ticket.
What is it?
The knowledge base is reachable from inside the ticket screen. Staff-only articles hold internal procedures; public articles can be inserted into a reply as a link with one click.
Why does it exist?
The fastest correct answer is usually one somebody has already written. Making it reachable from the reply box is what turns a knowledge base from an archive into a tool.
How does it work?
1
Search the knowledge base from within the ticket while drafting your reply.
2
Internal articles give you the procedure; public articles are what you send.
3
Insert the article link into your reply rather than pasting the whole text.
4
If the article does not exist, write it after you have answered — while you still remember what was confusing.
5
Flag articles that are wrong; an out-of-date article does more harm than none.
WHO USES IT
Support staff
New starters
WHAT MANAGEMENT ACHIEVES
Answers are consistent, and writing an article once removes the question permanently.
In practice
A new agent handles an unfamiliar request correctly on their third day because the internal procedure was one search away.
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