Your knowledge base can help your team answer support questions without starting from scratch. When you enter a ticket subject, the help desk can suggest published articles that may already address the problem.
Check for a useful article
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Start or open a ticket
Open Help Desk and select New Ticket, or open a ticket that needs a reply.
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Review the suggested articles
As you enter a subject, check Articles that might help. Open a relevant article and confirm that it answers the question before you rely on it.
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Reply to the person
Use the article to guide your response, then write a reply in the ticket. A reply is sent to the person who raised it; use an internal note for information that is only for your team.
Draft a reply with Wizard AI
If AI is enabled, choose Draft with AI to get a suggested reply based on the ticket conversation and knowledge base. Review and edit the draft before sending it yourself.
If the answer is missing or out of date, ask your content team to update the knowledge base article. See Publish a Knowledge Base Article and Stay on Top of Your Tickets.