KnowledgeBase integration: Use help center articles when handling tickets

Weronika Masternak
2 min read
updated: Jun 6, 2024

Integrate HelpDesk with KnowledgeBaseLink icon

Integrate your HelpDesk with KnowledgeBase for enhanced support efficiency. A KnowledgeBase is a centralized repository of articles, guides, and FAQs, offering quick solutions to common customer queries.

Connecting your KnowledgeBase with HelpDesk enables agents to instantly access relevant information during customer interactions, accelerating issue resolution and enhancing the support experience. This integration empowers agents to swiftly deliver accurate assistance and facilitates proactive suggestions of relevant articles, reducing repetitive questions and increasing satisfaction for both agents and recipients.

Showing a list of KnowledgeBase articles in the HelpDesk ticket.

Find out how to integrate KnowledgeBase with HelpDesk to experience streamlined support processes and increased agent productivity.

How to add KnowledgeBase to HelpDeskLink icon

Enter HelpDesk and go to the HelpDesk Marketplace.

Accessing the HelpDesk Marketplace.

Use the search bar to find KnowledgeBase for HelpDesk in the list of applications and integrations.

Using the search bar in the HelpDesk Marketplace.

Select KnowledgeBase for HelpDesk from the list.

Then, select “Install” to start the KnowledgeBase installation process.

Installing KnowledgeBase to use in HelpDesk.

When KnowledgeBase is successfully installed, you’ll see the corresponding confirmation message.

Installing KnowledgeBase to use in HelpDesk – a successful installation.

Open KnowledgeBase settings to manage workspaces and help center articles. Start creating helpful guides and manuals for your agents to use when resolving customer cases in HelpDesk.

Accessing KnowledgeBase settings.

You can edit the look of your Help Center in KnowledgeBase, as well as create and publish articles.

The KnowledgeBase Help Center can also be public and made available to your customers. This is very important if you want to create self-service recourses. 

Browse the KnowledgeBase Help Center for more information on navigating and getting the most out of it.

Editing Help Center in KnowledgeBase.

Creating help center articles in KnowledgeBase.

How to browse KnowledgeBase help center articles in HelpDeskLink icon

You can access KnowledgeBase resources directly in HelpDesk tickets.

Use the menu on the right to access help center articles and use them in solving requests. Use the advanced search option to browse the gathered knowledge and select the most relevant resource.

Accessing KnowledgeBase in the HelpDesk ticket.

Browsing KnowledgeBase articles in the HelpDesk ticket.

Was this article helpful?

Got it!

Thanks for your feedback.

Thank you!

We’re happy to help.


LiveChat integration: Manage emails and chats in one application

Combine LiveChat with HelpDesk to work with chats and customer messages in the same place.

Read the article

Integrating HelpDesk with Zapier

Learn how to integrate your HelpDesk account with Zapier to streamline your workflow through automation.

Read the article

Try HelpDesk today

Invite your team and explore HelpDesk features for free

Free 14-day trial Simple setup

Discover our text| products