How do I add a knowledge base article to the help centre?

Customer Service has its own customer-facing article library, separate from the IT knowledge base. It is available in both the Basic and Complete packages.

1. Create a category in the knowledge base.
2. Write a new article. Articles start as Drafts.
3. If needed, select Submit for Review. The reviewer can publish the article or return it with an explanation.
4. Select Publish to make the article live. Articles with Public visibility appear in the portal and chat widget.

Each content change creates a new version. View or restore earlier versions from Version History.

Support Agents can edit articles. Support Supervisors and higher roles have publishing permission.

Articles support formatted text, including headings, lists, tables and links. External images are not displayed for security and privacy reasons.