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Documentation

Guides to every part of nabudesk, written for the people who use it every day.

Set up your workspaceWhat is a ticket?Connect your support email
Browse documentation

  • Get started

    • Welcome to nabudesk
    • Set up your workspace

  • Tickets

    • What is a ticket?
    • Ticket properties
    • Work the ticket inbox
    • Reply, forward, and add notes
    • Assign and route tickets
    • Merge tickets and set reminders

  • Customers and Help Center

    • Contacts and organizations
    • Help Center articles

  • Service levels

    • Service level agreements (SLAs)
    • Business hours and holidays

  • Automation and integrations

    • Automation workflows and round robin
    • API and webhooks
    • AI assistant

  • Email

    • Connect your support email
    • Email notifications and templates

  • Team and access

    • Users, invitations, and groups
    • Roles and permissions

  • Insights and data

    • Dashboard, reports, and the activity log
    • Import and export your data

  • Account and billing

    • Your account and sign-in security
    • Plans, seats, and billing

  • Get started

    • Welcome to nabudesk
    • Set up your workspace

  • Tickets

    • What is a ticket?
    • Ticket properties
    • Work the ticket inbox
    • Reply, forward, and add notes
    • Assign and route tickets
    • Merge tickets and set reminders

  • Customers and Help Center

    • Contacts and organizations
    • Help Center articles

  • Service levels

    • Service level agreements (SLAs)
    • Business hours and holidays

  • Automation and integrations

    • Automation workflows and round robin
    • API and webhooks
    • AI assistant

  • Email

    • Connect your support email
    • Email notifications and templates

  • Team and access

    • Users, invitations, and groups
    • Roles and permissions

  • Insights and data

    • Dashboard, reports, and the activity log
    • Import and export your data

  • Account and billing

    • Your account and sign-in security
    • Plans, seats, and billing
Docs/Customers and Help Center

Help Center articles

A library of answers your team writes once and reuses.

The Help Center is your team's library of answers: the replies you keep typing out, written once as articles. Agents can search it while they work and link articles to tickets.

Help Center articles are visible to people who sign in to your nabudesk workspace. They are not published to your customers as a public website.

Write an article

  1. 1Open Help Center and choose New article.
  2. 2Write a title and a one or two sentence summary. The summary appears in lists and search results.
  3. 3Write the article. The toolbar has formatting, lists, links, and images, and you can attach files.
  4. 4Pick a category (or create one), choose an owner, and add tags.
  5. 5Choose Publish, or save it as a draft to finish later.

Drafts, versions, and comments

  • Draft or published. Drafts are labelled, so nobody mistakes them for finished answers.
  • Version history. Every save is kept as a version. Open the history to see who changed the article and when.
  • Comments. Discuss an article with your team, for example to flag something out of date.
  • Owner. Every article has an owner, the person to ask about it.

Use articles in your work

Link one or more articles to a ticket from its properties panel. This records which article helped resolve it, and the ticket appears on the article. Search by title, summary, or tag, and narrow the list by category, tag, or owner.

With the AI assistant, you can also turn a solved ticket into an article draft that an agent approves first. See AI assistant.

PreviousContacts and organizationsNextService level agreements (SLAs)

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On this page

  • Write an article
  • Drafts, versions, and comments
  • Use articles in your work

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