An answer a customer can find before they ask.
This is your knowledge base, written by your team for your own customers — not a copy of ours. Articles sit in their portal, searchable, and a second set can be written for your own staff to use inside the product.
Two audiences, kept apart
For your customers
Published articles appear in the client portal, next to their invoices and tickets, so the answer to “how do I…” is a search away rather than a new ticket.
For your own team
Internal articles stay inside the product for staff only — a runbook, a pricing policy, the answer to the question a new hire keeps asking.
Written from what actually keeps coming up
An article is linked from a ticket reply as easily as a canned response, so the next person who searches finds it and the next agent who would have typed the same answer again doesn’t have to.