AWRA Help Center

Open Helpdesk → Knowledge Base. The library lists each article's status, who it is visible to, its category, views, helpful votes, deflections and when it was updated, filtered by status, visibility and category.

Writing An Article

1. Choose New article and give it a title written the way a requester would search for it.
2. Write the article in Markdown: bold, italics, links, lists and headings. Any HTML is removed.
3. Add keywords — the other words people use for the same thing. They weigh almost as much as the title in suggestions.
4. Choose a category if you like, and who it is visible to: Requesters and public, or Agents only.
5. Save it as a draft, and publish it when it is ready. Only published articles are suggested.

Readers can mark an article helpful or not, which together with the view count shows which articles earn their place. Published public articles also have their own web page you can share.

Suggestions Before A Ticket

As a requester types the subject on a new-ticket form, matching published articles appear under These articles might already answer it. This happens on My Tickets in the app, the employee self-service portal, your public support form and the new-ticket screen in the mobile app. Requesters only ever see public articles. This solved it on a suggestion records a deflection and tells the requester they do not need to raise a ticket. The customer portal has no new-ticket form, so it shows no suggestions.

Articles In Agents' Replies

On a ticket, the Knowledge base panel in the sidebar searches articles starting from the ticket's subject. Insert link puts an article's link into the reply box. Agents-only articles can be opened there but not linked, because the requester could not read them. Agents can also search the knowledge base and read articles in the mobile app.

Measuring Deflection

The agent Dashboard has a Knowledge base deflection card: tickets solved without a ticket in the last 30 days and all time, the number of published articles, and the articles that deflect most.

Permissions

• See all tickets — browse and search the library and use the ticket sidebar.
• Manage knowledge base — write, publish and delete articles.
• Submit tickets — see suggestions, read public articles and mark them as solving the problem.

Common Mistakes

• Titling articles in the desk's language (“Credential policy”) instead of the requester's (“I forgot my password”).
• Leaving keywords empty, so an article never comes up for the words people actually type.
• Writing a fix requesters need as Agents only, so it can never be suggested or linked.
• Leaving an article as a draft and wondering why deflections stay at zero.

Related

• Support & Helpdesk
• Helpdesk Automation — canned replies for answers that need a ticket anyway.
• Knowledge base — the feature overview.