A light bulb knowledge base icon on a white background.

Knowledge Base: Self Service for Customers

Let customers help themselves by viewing articles and all the information thath

App details



Build by



6 June, 2023




What is Knowledge Base?

Knowledge Base consists of relevant articles, guidance, video links, and other sources that help customers in helping themselves. This leads to a decrease in ticket generation and thus less load for the Support Agent to stay available 24 hours for their customers.

A knowledge base is one of the self-service features that help your customers to go through the resource that you have uploaded. Most customers love to help themselves before contacting the support agents. In a way, it will help customers to go through the information first and then contact you. 

What are the benefits of a Knowledge Base in Customer Support?

  1. Self-Service: A knowledge base allows customers to find answers to their questions on their own, without having to contact customer support. This can lead to increased customer satisfaction as customers can get immediate answers, even outside of business hours.

  2. Reduced Support Tickets: By providing answers to common questions, a knowledge base can significantly reduce the number of support tickets or inquiries your team receives. This allows your support team to focus on more complex issues.

  3. Consistent Information: A knowledge base ensures that all customers receive the same information. This can be particularly important for complex products or services where consistency and accuracy are crucial.

  4. Improved Onboarding: For products or services with a learning curve, a knowledge base can be an invaluable resource for new customers. It can help them get up to speed quickly and reduce the likelihood of frustration or confusion.

  5. Efficiency: A well-organized knowledge base can make it easier and quicker for your support team to find the information they need to assist customers. This can lead to faster response times and more efficient support.

  6. Training Resource: A knowledge base can also serve as a training resource for new customer support agents. It can help them learn about your product or service and understand common customer issues.

  7. SEO Benefits: If your knowledge base is public, it can help improve your website’s SEO. The more content you have on your site, the more likely you are to rank for relevant search terms.

  8. Customer Engagement: A knowledge base can help customers understand the full capabilities of your product or service, encouraging them to engage more deeply and take full advantage of what you offer.

A knowledge base is a self-service resource for customers in helpdesk software. It is a collection of articles, documents, and frequently asked questions (FAQs) that customers can access to find answers to common issues and questions. The purpose of a knowledge base is to provide customers with immediate access to information and solutions without having to wait for a response from support staff.

A knowledge base in helpdesk software typically includes a search function, categories, and tags that allow customers to quickly find the information they need. It may also include multimedia elements such as images and videos, as well as links to related articles and support resources.

  • Go to settings
  • Select “Knowledge Base” and configure the knowledge base.
  • Select “Go to knowledge base” for further configuration of the knowledge base.

When selecting Knowledge Base, you can easily configure and go on making articles, information and guides. 


More apps like this

A blue square with the letter f on it, representing FlowMattic.
FlowMattic is a WordPress plugin that allows you to automate your workflows and connect your apps without any coding.
Weglot simplifies the process of translating your website into multiple languages, even for non-technical users.
A Zendesk logo featuring the letter z.
Experience hassle-free migration from Zendesk to Desku, an optimal alternative. Explore Desku’s streamlined data import, enhancing customer service operations.
A green icon with headphones on it, representing the freshdesk brand.
Configure Freshdesk for the easy import of Customer base and data into Desku