Support → Settings → Knowledgebase

You can integrate popular knowledgebase plugins available for WordPress with SupportCandy. Select the knowledgebase which you have installed.

Agents can use knowledgebase while replying to tickets. They can insert either knowledgebase links or Knowledge-base content to reply descriptions just like macros or canned replies.

Also, it adds a knowledgebase suggestion tag in macros. It compares subject words with knowledgebase tags and suggests the top 3 matched results where it has been used. You can use this while replying to tickets, in email notifications, etc.

Especially when you use it in creating a ticket email notification to the customer, customers can see suggestions as soon as they create a ticket and might get answered before your agents.

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