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Create Knowledge Base Content

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How do I create knowledge base content?

The HappyFox Help Desk knowledge base is organized into sections that each contain articles. To publish content, you first create a section to house it, then create articles inside that section.
 

Available on all plans.

​​Before you begin​Only agents with the Manage Knowledge Base permission can create or edit sections and articles.

How the knowledge base is structured

The KB has two levels: sections and articles. A section is a named grouping (like a folder) that appears in the support center navigation. Articles live inside sections. You must have at least one section before you can create an article.

Create a section

  1. Go to Knowledge Base in the main navigation.
  2. Click New Section.
  3. Enter a Section Name.
  4. Optionally, add a Description that appears on the support center section page.
  5. Set the Visibility for the section.
  6. Click Save.

Create an article

  1. Go to Knowledge Base and select the section you want to add the article to.
  2. Click New Article.
    New article creation screen
  3. Enter the article Title.
    Setting article visibility by contact group
  4. Write the article content in the editor.
  5. Configure the remaining options below, then either save as a draft or publish.

Article type

When creating an article, you choose its type. This determines who the article is written for and where it appears:
 

Article type What it means in practice
External The article appears in the knowledge base that your contacts can browse. Whether contacts need to log in to read it depends on your knowledge base visibility settings.
Internal The article is only visible to your team. Contacts never see it, even if they are logged in. Use this for internal SOPs, agent guidance, or troubleshooting steps you want agents to reference while handling tickets.
Contact Group The article is shown only to contacts who are logged in and belong to a specific contact group you assign. Use this when you have content that applies to a particular customer segment, such as onboarding guides for enterprise customers or plan-specific documentation, that you do not want visible to everyone. See Restrict article visibility to contact groups for setup instructions.

Tags

Add tags to help contacts find the article through search. Tags are comma-separated keywords that are indexed alongside the article title and body.

Attachments

You can attach files to an article by clicking Attach Files. Attached files are shown at the bottom of the published article and are available for contacts to download.

Draft vs. published

Save as draft saves the article without making it visible in the support center. Use drafts for articles you are still working on. See Working with Article Drafts for how to review, edit, and publish drafts.
 

Publish makes the article live in the support center immediately, subject to the visibility setting you configured.

​​Note​If you want contacts to log in before they can read any knowledge base articles, that is controlled by your knowledge base visibility settings, not by article type. You can configure this in your support center settings.

Continue reading

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