Knowledge Base

The knowledge base allows you to publish self-service articles that customers can browse and search without submitting a ticket. Articles are organized into categories and support helpful/not-helpful voting.

Knowledge Categories

Navigate to Admin → Support Desk → Knowledge Base and use the Categories tab.

Category Fields

Field	Description
Name	Category display name
Description	Short description shown on the category listing
Sort order	Display order (lower numbers appear first)
Status	Published or Draft

Creating a Category

1. Navigate to Admin → Support Desk → Knowledge Base
2. Click Knowledge Categories in the submenu
3. Click Create
4. Fill in the name, description, and sort order
5. Set status to Published
6. Click Save

Knowledge Articles

Article Fields

Field	Description
Title	Article headline
Slug	URL-friendly identifier (auto-generated from title)
Category	Parent category
Excerpt	Short summary shown in listings
Content	Full article body (rich text editor)
Author	Admin user credited as author
Status	Published or Draft

Creating an Article

1. Navigate to Admin → Support Desk → Knowledge Base
2. Click Create
3. Fill in the title and content
4. Select a category
5. Add an excerpt for the listing page
6. Set status to Published
7. Click Save

Article Metrics

Each article tracks:

Metric	Description
Views	Total number of times the article has been viewed
Helpful Yes	Count of "Yes, this was helpful" votes
Helpful No	Count of "No, this was not helpful" votes

Authenticated customers can vote on articles once per article. Use these metrics to identify articles that need improvement.

Customer Portal

The knowledge base is publicly accessible (no login required) at /support/knowledge-base.

Browsing

• Home: /support/knowledge-base — lists all categories with article counts
• Category: /support/knowledge-base/category/{id} — lists articles in a category
• Article: /support/knowledge-base/{slug} — full article view

Searching

Customers can search articles at /support/knowledge-base/search. The search matches against article titles and content.

Voting

Authenticated customers see a "Was this article helpful?" prompt at the bottom of each article. Votes are recorded per customer per article.

Shortcode

Add the Support KB Categories shortcode to any CMS page to display a grid of knowledge base categories:

[support-kb-categories title="Knowledge Base" subtitle="Browse our articles" limit="6"]

Parameter	Default	Description
title	—	Section heading
subtitle	—	Section subheading
limit	6	Maximum number of categories to display

See Theme Customization for all available shortcodes.