Overview
The Knowledgebase Integration allows you to integrate popular knowledgebase plugins with SupportCandy Helpdesk, including PressApp Knowledgebase, WP Knowledgebase, HelpGuru Knowledgebase (HeroThemes), BasePress Knowledgebase, and other supported knowledgebase plugins.
The integration provides quick access to knowledgebase articles within the ticketing system. Agents and customers can search knowledgebase content, insert article links or content into replies, and use relevant article suggestions to resolve tickets more efficiently.
Where to Find
Go to Support → Settings → Knowledgebase.
How It Works
Knowledgebase Link Below the Reply Box
A Knowledgebase link is displayed below the reply box on the ticket page.
The link is available to both agents and customers.
Knowledgebase Pop-Up
Clicking the Knowledgebase link opens a pop-up containing available knowledgebase articles organized by category.
Agents can select an article and insert it into a reply in either of the following ways:
- As a link — Inserts a link to the knowledgebase article.
- As content — Inserts the complete article content into the reply.
Knowledgebase Suggestions in Macros
The integration compares words in the ticket subject with tags assigned to knowledgebase articles.
The top three matching articles are suggested to agents. These suggestions can be used in macros to quickly insert relevant knowledgebase information into replies or email notifications.
Configure Knowledgebase Integration
- Go to Support → Settings → Knowledgebase.
- Select the knowledgebase plugin you want to integrate with SupportCandy.
- Click Save Changes.
Create and Manage Knowledgebase Articles
Use the integrated knowledgebase plugin’s dashboard to create and manage articles and categories.
For better searchability and relevant suggestions:
- Use clear article titles and descriptions.
- Add relevant tags to articles.
- Organize articles into appropriate categories.
- Keep knowledgebase content accurate and up to date.
Knowledgebase Suggestions
Knowledgebase suggestions are generated by comparing words in the ticket subject with tags assigned to knowledgebase articles.
The top three matching articles are displayed as suggestions for agents.
Agents can use these suggestions through macros to insert relevant knowledgebase articles into replies or email notifications.
Benefits
The Knowledgebase Integration helps agents provide faster and more accurate responses by giving them access to relevant knowledgebase content directly within the ticketing system.
Customers also benefit from easier access to knowledgebase articles, which can help reduce repetitive support requests.