Knowledge Base In The JS Help Desk!

Knowledge Base

From your agent dashboard, navigate to the Agent Dashboard > Dashboard Menu > Knowledge Base. On the knowledge base page, you will find various options for the agent to manage the knowledge base. All details about the knowledge base and how the agent manages it are discussed here.

Search

You can use the search filter to find the knowledge base. You can search by Knowledge Base Title or select a specific Category.  Simply choose a category from the dropdown, and clicking on the Search button will display the knowledge base corresponding to that criterion. The Reset button clears the filters and restores the full list of the knowledge base.

Listing

Here, agents can view existing articles and organize them by categories. Each article has metadata like a title, category, status, created date, and action buttons for editing or deleting. For example, you might have articles titled “Product Information,” “Standard Operating Procedures,” and “Human Resources Matters,” each helping users solve specific problems without opening a support ticket.

• Title: Name of the knowledge base.
• Category: This shows the knowledge base belongs to which category.
• Status: A green checkmark means the article is active and visible to users.
• Created: It represents the creation date of the knowledge base.
• Action: You can update or delete the knowledge base anytime using the action buttons on the right side.