Knowledge base
Write the answer once and let people find it themselves. A good knowledge base reduces repetitive tickets and helps new agents learn faster.
Why a knowledge base matters
Many support requests are questions that were already answered last week: how to reset a password, where to download an invoice, how to request vacation. Each one takes an agent a few minutes. Together they consume a large part of the day.
A knowledge base turns those answers into articles that requesters can read at any time, without waiting.
How it works in Luradesk
- Categories organize articles by topic ("Billing", "Access and passwords", "Benefits").
- Articles are written in Markdown, so they can contain headings, lists, tables and links without a complex editor.
- Draft and published states let you review an article before it goes live.
- Visibility controls who can read each article.
| Visibility | Who can read |
|---|---|
| Public | Anyone with the portal link |
| Requesters | Signed-in customers and employees |
| Internal | Employees and staff |
| Staff | Agents, managers and administrators only |
Staff-only articles are useful for internal procedures that should never be shown to customers.
Inside the service portal
Published articles appear in your company's portal, next to the option to open a ticket. Requesters can search and browse before asking.
Not the same as Luradesk's own articles
The knowledge base belongs to each customer company and is stored in that company's own database. It is separate from the articles on this website, which are written by the Luradesk team about help desk practices.
Tips for useful articles
- Write one article per question, with the question as the title.
- Put the answer in the first paragraph and the details after it.
- Update articles when the process changes; an outdated article creates more tickets, not fewer.
The guide how to build a self-service knowledge base covers this in detail.
Put every support request in one place
Create your help desk on the Free plan, invite your team and open the first ticket in a few minutes.