helpdash Support operations
Knowledge Base
A self-service library of help articles that lets customers solve common problems on their own.
A knowledge base is a searchable library of help articles — how-tos, troubleshooting, policies — that customers (and agents) can use to solve problems without a back-and-forth. It's the engine behind ticket deflection and it doubles as a source of canned responses for agents.
A good knowledge base is versioned (so you can see and roll back changes), multi-locale, and measured (which articles actually resolve issues). Helpdash's knowledge base is multi-locale with revision history and CSAT signals on articles.