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Write a Knowledgebase Article - Databáza znalostí / Getting Started - Deskpro Support

Write a Knowledgebase Article

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Managing a helpdesk isn’t the easiest job in the world. You have a lot on your plate, so finding simple ways to reduce the strain on you and your team is a priority.

Deskpro makes support simple for you and your customers with a highly customizable 24/7 self-service Help Center. Our easy-to-use content publishing tools enable you to build a truly useful Knowledgebase.

We know that it’s vital to give you every opportunity to handle support inquiries quickly and effectively.

You can use Knowledgebase Articles to provide help articles, how-to information, FAQ answers - any information that you want users to be able to look up for themselves.

To create an article from scratch:

  1. Select the Create Article from the + button in the header bar

    Screenshot 2023-08-01 at 16-57-14 221 B Helpdesk.png

     

    2. In the New Article window, you need to:

    1. Select the Category (or Categories) that the article will appear in.

    2. Choose the Status the article should have when you create it.

      1. Published - visible to users on the Help Center. 

      2. Unpublished - Not visible to users.

      3. Draft - Not visible to users. In the Agent interface, Drafts will appear in the Drafts Section (under My Drafts for articles you create)

    3. Enter a Title, and add Labels if you want.

    4. Write the article contents in the editor.

    5. In the Properties sidebar, you can:

      1. Set the Language.

      2. Set the Review Date.

      3. Add Search Words (if a user searches for any of these words, the article will appear at the top of the results).

      4. Add Attachments to attach files to the article.

  2. Click Create Article to create the article with your chosen status.

    For more information on using publishing tools, refer to our guide. 

 

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