How can agents leverage knowledge to help customers?

    You can use our Knowledge Capture app to leverage your team’s collective knowledge.

    Using the app, agents can:

    • Search the Help Center without leaving the ticket
    • Insert links to relevant Help Center articles in ticket comments
    • Add inline feedback to existing articles that need updates
    • Create new articles while answering tickets using a pre-defined template

    Agents never have to leave the ticket interface to share, flag, or create knowledge, so they can help the customer, while also improving your self-service offerings for other customers.

    To get started with the app, see Installing the Knowledge Capture app and Using the Knowledge Capture app.

    And before your agents can start creating new knowledge directly from tickets, you’ll need to create a template for them to use. To help you along, we’ve provided some template ideas below. You can copy and paste any sample template below into a new article, add the KCTemplate label to the article, and you’ll be all set.

    Q&A template:



    write the question here.


    write the answer here.

    Solution template:



    write the symptoms here.


    write the resolution here.


    write the cause here.

    How-to template:



    write the purpose or task here.


    write the steps here.

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    How do I publish my content in other languages?

    Here's the workflow for localizing your Help Center in other languages:

    1. Get your content translated in the other languages.
    2. Configure the Help Center to support all your languages.
    3. Add the translated content to the Help Center.

    For instructions, see Localizing the Help Center.

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    How do I customize my Help Center?

    You can modify the look and feel of your Help Center by changing colors and fonts. You can also change the way your content is organized by using themes. If you're comfortable working with page code, you can dig into the site's HTML, CSS, and Javascript to customize your theme.

    To get started, see Customizing the Help Center.

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    What are these sections and articles doing here?

    This FAQ is a section in the General category of your Help Center knowledge base. We created this category and a few common sections to help you get started with your Help Center.

    The knowledge base in the Help Center consists of three main page types: category pages, section pages, and articles. Here's the structure:


    You can add your own content and modify or completely delete our content. See the Contributor guide to the Help Center to learn how.

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