Plan requirement
| Subscription | Any plan |
| Access | Admin |
The knowledge section puts your help centre next to the ticket. Setting it up well is what turns it from decoration into habit.
What agents can do with it
- See articles suggested from the ticket's content.
- Search the help centre without leaving the ticket.
- Insert a link into their reply in one click.
- Flag an article as wrong or missing, which goes to whoever maintains it.
Set it up
- Open Admin Center, then Workspaces, then Context panel.
- Turn on the knowledge section in the context panel.
- Choose which help centres and languages it searches, if you run several.
- Decide whether agents may see restricted articles here.
Internal articles are the unlock
The knowledge section can surface articles agents can see and customers cannot. That makes your help centre the place internal procedures live, instead of a document nobody can find.
Agents then have one place to look rather than two, which is the difference between a knowledge base that is used and one that is maintained out of duty.
The feedback loop is the valuable part
Agents flagging an article as unhelpful is the cheapest quality signal you will get. They are reading it at the moment it failed to answer a real question.
It only works if somebody acts on the flags. A queue of ignored feedback teaches agents not to bother, and that habit is hard to restart.
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