Creating and editing an article

Agents author articles in the staff Knowledge base. Creating needs the knowledge_base create permission; editing needs edit.

Create an article

1. Open /staff/kb/new (or the New article button on the list).
2. Enter a Title and a Body — both are required; the article is rejected without them.
3. Choose a Category (and optionally a sub-category), set Visibility, and pick a Status.
4. Optionally start from a template (How-to, Troubleshooting, FAQ, SOP, Client Onboarding) to pre-fill a body skeleton.
5. Save. You are returned to the article view at /staff/kb/<id>.

Status workflow

An article moves through draft → review → published → archived. Only published articles are visible to clients or on the public site; drafts stay agent-only.

Editing and version history

Edit from the article view. When you change the title or body of an already-published article, the prior content is snapshotted automatically. Up to 20 versions are kept per article, and you can restore any of them from the History page.

From a ticket

You can spin up a new article pre-filled from a ticket (typically a resolved one), turning a fix into reusable documentation.