General settings

You can integrate popular knowledgebase plugins with SupportCandy Helpdesk, such as PressApp Knowledgebase, WP Knowledgebase, Helpguru Knowledgebase (HeroThemes), BasePress Knowledgebase, and more.

The SupportCandy Knowledgebase integration enhances the ticketing experience for both agents and customers by providing quick access to knowledgebase articles directly within the ticketing system. This integration is designed to improve efficiency by enabling agents to quickly insert knowledgebase links or content into their replies and by suggesting relevant articles based on ticket subjects.

How the Integration Works

Knowledgebase Link Below the Reply Box

  1. The integration adds a “Knowledgebase” link below the reply box in the ticket interface.
  2. This link is visible to both agents and customers.

Knowledgebase Pop-Up

  • Upon clicking the “Knowledgebase” link, a pop-up window displays a list of all knowledgebase articles, categorized for better navigation.
  • Agents can select articles and insert them into replies in one of two ways:
    1. As a link: Adds a link to the knowledgebase article.
    2. As content: Inserts the full article content directly into the reply.

Macros with Knowledgebase Suggestions

  1. The system compares the ticket subject with knowledgebase article tags to suggest the top three most relevant articles.
  2. Agents can use these suggested articles in macros to streamline responses.
Steps to Configure Knowledgebase

Enable the Knowledgebase Integration

  1. Navigate to Support > Settings > Knowledgebase.
  2. Select the knowledgebase plugin you want to integrate with SupportCandy.
  3. Click Save Changes.

Create and Manage Knowledgebase Articles

  1. Use the knowledgebase plugin dashboard to create or edit articles and categories.
  2. Add articles with clear titles, descriptions, and relevant tags for better searchability.
  3. Organize articles into categories for easier navigation.
Knowledgebase Suggestions in Macros
  1. The integration enhances the macro functionality by suggesting knowledgebase articles.
  2. It compares the words in the ticket subject with the tags assigned to knowledgebase articles.
  3. The top three matching articles appear as suggestions for agents to insert into replies or email notifications.

By leveraging this integration, SupportCandy ensures that agents can provide quicker and more accurate responses while reducing repetitive tasks. Customers also benefit by having easier access to knowledgebase content, improving their overall support experience.

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