Writing Knowledge Base Articles

Help articles let your customers find answers without submitting a ticket. A well-maintained knowledge base reduces support volume and improves customer satisfaction.

Creating an Article

Navigate to your project and click Articles in the sidebar

Click + New Article

Enter a title and write your content in Markdown

Fill in the metadata on the right sidebar:

- Slug — Auto-generated from the title, but you can customize it

- Excerpt — A short summary shown in search results

- Category — Group articles into categories for easier navigation

Click Save to save as draft, or Publish to make it live

Markdown Support

Articles support full Markdown syntax including:

Headings, bold, italic, and links

Ordered and unordered lists

Code blocks and inline code

Tables

Organizing with Categories

Categories help customers browse your knowledge base by topic:

Go to the Categories tab on the Articles page

Click + New Category

Enter a name and slug

Click Create

Articles can be assigned to categories when creating or editing them.

AI Article Drafting

Helmdesk can draft articles for you using AI. From a support ticket, use the Draft Article action to generate a knowledge base article based on the conversation.