For an introduction to searching knowledge base, refer customer/search-kb.

Note: You must have requisite permissions provided by the application administrator to create/edit/delete kb articles. If you do have permissions, you will see an Edit Article button when viewing an article. This makes it easier to update an article if you find you need to edit any information.

Creating / Editing

Idesk comes with a full WYSIWYG editor for adding and editing content within the knowledge base.

Who can Search and View a KB article

As in the graphic above, both customers and tech staff can search and view this article. This is a great feature which helps you to restrict articles based on user roles.

Working with images and media files

Due to security context under which a browser runs, directly pasting media files into articles in edit mode is restricted. It is still easy to work with such files and all that is needed to be done is to upload the file through the included Image management tool.

Another advantage of such an approach is when working with large media files already published on the internet or intranet, the files do not need to be copied on the desk's server and can be directly linked. This saves some resources on the desk's side and also shows the latest version by using a single source.