Updated Video


OneDesk comes with a built in knowledge base. Here’s how you can configure it. To set it up, first go to your administration options and select your customer apps. Here, there is a list of your customer apps, one of which is the knowledge base. There are other videos covering the other customer apps.

You can turn it on and off depending on if you’d like for it to appear in your widget. Here you can choose to use your company logo or your customer app name at the header of your knowledge base. You can change the colors of all your customer apps. You can change the language and you can decide whether your customers can register themselves on your customer apps. And finally, here’s some instructions putting the customer apps on your website.

Next, select the actual knowledgebase app under customer apps, here’s where you can configure the specific customer app that is the knowledge base. By default, we’ve set a bunch of settings on the knowledge base that I think would make sense in most cases. However, you may want to modify some of them.

The first thing you want to determine is what items can the customer see on a customer app, in this case, on the knowledge base. We don’t require a login to see items. We think people should really log in to read the articles without having to log in.

Now what can they see here? We selected that they can see specific item types and we defined that item type as the ‘knowledge base article’. This means that customers can see anything that’s a knowledge base article that is published. If you’d like, you could let them see their own unpublished items, but in general this option does not apply very well to KB articles.

Next, you can choose any features and properties you’d like them to have on the knowledge base. For example, do you want them to see the left filter panel? Do you want them to be able to sort, or follow, or sign up, and what properties of the articles on the knowledge base should they have access to? In general, it would be a pretty limited set. What we have here make sense, but feel free to go through it and change them. If, for example, you don’t want them to see who authored the article, you can turn this off.

Next, if you’d like to link the knowledge base to a specific form perhaps where they can request another knowledge base article that’s missing. You can configure a web form. Now when you click configure web forms, you will be navigated to the web forms application where you’ll create a form, and from that web form you can link it to the knowledge base customer app.

Now you can click the preview button. This will open your customer apps, actually your knowledge base and right now you can see we have no items visible in this customer app. Let’s change that. Now our knowledge base article is a type of ticket. You can see if I go to ticket types, we have the knowledge base article. Let’s create some knowledge base articles. I’ll go to tickets and I’ll click “add knowledge base article”.

I can even include an image if I want in here, I can add some attachments and so forth. Once created, the knowledge base article will appear here in my tickets view. Here it is. I can move it around, put it in it’s own project if I want, which is a common practice to keep your knowledge base articles separate from the rest of your tickets.

Now let’s go back and preview the customer apps in the customer apps. You’ll see I have my knowledge base and in there now I have one knowledge base article. Going back to just see the knowledge base standalone. I’ll go back here, so click knowledge base again and click preview. And here you can see my new knowledge base article.

When I click the article I can see the details of the knowledge base article, including the name, the description, any attachments I may have added and the properties that have been turned on. I can also include conversations, which means customers can ask me questions about the knowledge base article.

So that’s knowledge base in one desk. Let us know. Do you have any questions by clicking here?