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Answer the question before it becomes a ticket.
Most of what a desk hears every week has been answered before. Write that answer once as a knowledge-base article, and AWRA suggests it while the requester is still typing the subject of a new ticket. When it solves the problem, one click says so — and the desk counts a ticket it never had to work.
The library
Write the answer once, for the right audience.
The knowledge base lives inside the Helpdesk, beside the tickets it is meant to prevent. Each article shows its status, who can read it, its category, views, helpful votes, deflections and when it was last updated — so you can see which answers earn their place and which nobody opens.
Markdown, safely
Headings, lists, bold, links. Any raw HTML is stripped and unsafe links are refused, so an article on a public page can never carry a script of its own.
Keywords that match people
Add the words requesters actually type. Keywords weigh almost as much as the title when suggestions are ranked, so “forgot password” finds the article titled “Resetting your login”.
Public or agents only
Each article is for requesters and the public, or for agents only. Requesters are only ever shown public articles; internal runbooks stay with the desk.
Your ticket categories
Articles file under the same categories your tickets use, so the library is organised the way your desk already thinks.
Draft, then publish
Work on an article as a draft and publish it when it is ready. Only published articles are suggested or linked.
A page you can share
A published public article has its own web page with a helpful / not helpful vote, so an agent can send the link and a customer can read it without signing in.
Deflection
Suggested on every form a ticket starts from.
As the subject is typed, matching published articles appear under “These articles might already answer it”. A requester who reads one and clicks “This solved it” is told they need not raise a ticket, and the desk records a deflection against that article and the channel it came from.
- My Tickets in the app, for employees with a login.
- The employee self-service portal, for staff who sign in with a PIN rather than a password.
- Your public support form, for customers and anyone outside the organization.
- The new-ticket screen in the mobile app.
The sales customer portal follows tickets rather than raising them, so it carries no suggestion box.
For the desk
The same answers, one click from every reply.
A ticket that does arrive often has an article behind it. The ticket page searches the knowledge base from its own subject, so the agent starts with the likeliest answers instead of a blank box — and canned replies from Helpdesk Automation cover the answers that still need a ticket.
A sidebar that searches itself
The Knowledge base panel on each ticket searches from the subject when the page opens. The agent can refine the search without leaving the reply.
Insert link
Puts the article’s link into the reply box — the public web page where there is one. An agents-only article can be opened but never linked, because the requester could not read it.
In the mobile app
Agents search the knowledge base and read articles from the app, and requesters see suggestions on its new-ticket screen.
How matching works
One ranking, everywhere an article can appear.
The agent sidebar, all three ticket forms, the mobile app and the library’s own search ask the same ranking, so an article cannot match in one place and miss in another. It favours the words a requester would use over the length of the article.
| Where a word matches | What it is worth | Why |
|---|---|---|
| The title | The most | A title written in the requester’s words is the strongest signal there is. |
| A keyword | Almost as much | Keywords carry the other words people use for the same problem. |
| The body | Once, however often | A long article does not win by repeating a word. |
| The whole phrase in the title | A bonus | “printer jam” as typed beats two separate mentions. |
| Half the words, at least | Required | So “printer jam tray” does not surface every article that mentions a printer once. |
What AWRA OpsHub does today
- A Markdown article library with drafts, publishing, categories and keywords; raw HTML is stripped, so a public article can never carry a script.
- Two audiences per article — requesters and the public, or agents only — with requesters only ever shown public articles.
- Suggestions as the subject is typed on My Tickets, the employee self-service portal, the public support form and the mobile app.
- “This solved it” recorded as a deflection against the article and the channel, with 30-day and all-time figures and the five articles that deflect most on the agent dashboard.
- A ticket sidebar that searches from the subject and inserts a public article’s link into the reply.
- A shareable web page per published public article, with view counts and helpful votes.
More we can add to your workspace
- A browsable public help center that lists every public article by category, beside the suggestions and direct links.
- Article suggestions in the customer portal, alongside a new-ticket form there.
- Suggestions inside a WhatsApp conversation, sent before the message becomes a ticket.
- Version history for an article, with a compare view and a one-click rollback.
- The same article in several languages, served in the language the requester reads.
- A review date per article, with a reminder to its owner when an answer may have gone stale.
Every row in the middle column builds on a library that already ranks, suggests and counts. Tell us where your requesters look for answers first.
Knowledge Base
Frequently asked questions
What is ticket deflection?
A request that is answered before it becomes a ticket. When a requester reads a suggested article and clicks “This solved it”, AWRA tells them they need not raise a ticket and records a deflection against that article and the channel it came from. The agent dashboard shows deflections for the last 30 days and all time.
Where are articles suggested?
On every form a ticket starts from: My Tickets in the app, the employee self-service portal for staff who use a PIN, your public support form, and the new-ticket screen in the mobile app. Suggestions appear as the subject is typed, from the third character.
Can some articles be for agents only?
Yes. Each article is either for requesters and the public, or for agents only. Requesters are only ever shown public articles. Agents can open an agents-only article from the ticket sidebar but cannot insert its link into a reply, because the requester could not read it.
Do customers need to sign in to read an article?
Only for the in-app pages. A published public article also has its own web page, which an agent can link in a reply and anyone can open without an account.
What format are articles written in?
Markdown: headings, lists, bold, italics and links. Any raw HTML is removed and unsafe links are refused, because the public article page can be opened by anybody.
Who can write and publish articles?
People with the permission to manage the knowledge base. Browsing the library and using the ticket sidebar needs the permission to see all tickets; seeing suggestions and reading public articles comes with the permission to submit tickets.
Is this the same as the AWRA help center?
No. The AWRA help center explains AWRA itself. The Helpdesk knowledge base is your organization’s own library of answers, written by your desk for your requesters.
Help Center
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