Articles are where knowledge lives. This guide walks you through creating a new article inside the knowledge base.
Where you can create articles
Articles can be created:
Inside the global KB
Inside a customer folder
Inside any folder or subfolder
Choose the folder carefully based on whether the content is shared or customer-specific.
Creating a new article
Open the knowledge base.
Navigate to the folder where the article should live.
Click create article.
A new blank article will open in the editor.
The article is created in draft mode by default.
Adding a title
Click at the top of the article.
Enter a clear and meaningful title.
The title should describe exactly what the article helps with.
A good title makes articles easier to find later.
Writing the article content
Start typing in the editor to add content.
You can:
Write plain text
Add headings
Create lists
Add links
Changes are auto-saved, so you don’t need to worry about losing work.
Article status visibility
Not saved
Visible only to the technician who is creating the article.Draft
Visible to all technicians, based on their assigned permissions.Published
Visible publicly based on the selected audience, or accessible via:Shared links
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Article Status Flow
When you create an article for the first time, it remains in Not Saved status.
Once you save the article, it moves to Draft status.
When the article is ready, publish it to make it available to others. The article then moves to Published status.
If required, you can un-publish an article, which moves it back to Draft status.
If you edit a published article, a new draft version is created. The currently published article remains unchanged and stays in Published status.