Product
Support
In the world of customer support, repetition is the enemy of productivity. If your agents are constantly answering the same “How do I reset my password?” or “Where can I find my invoice?” type questions, you’re not scaling-you’re stalling.
That’s where a Knowledge Base (KB) comes in.
Raiseaticket makes it surprisingly easy to create and publish a self-service knowledge base that empowers customers, slashes ticket volume, and builds trust in your support operations all for free.
A well-organized KB turns your helpdesk from reactive to proactive. Here’s what you gain:
| Benefit | Impact on Support Team |
|---|---|
| Fewer repetitive tickets | Agents focus on real issues |
| 24/7 self-service support | Helps users even when you're offline |
| Faster onboarding | New staff or customers learn quickly |
In short: your team works smarter, your customers get faster answers, and everyone wins.
Go to Resources → Articles
Enable article and choose Visible to: Agents & Users (ideal for customers) or Agents Only (for team-only documentation)
Organize articles by topic just like folders:
Account Management
Billing & Payments
Technical Troubleshooting
Getting Started
Don’t aim for perfection-aim for usefulness.
Start with the top 5 repetitive questions your agents face.
Sample structure:
Title: “How to Reset Your Password”
Intro: One-line answer
Steps: Use bullet points, bold key actions
Screenshot: (optional but powerful)
Linked ticket tag: Helps with future analytics
On customer portal, go to Resources → Articles
All published articles listed, Click on the 'Category' drop-down to list articles category-wise.
Before KB:
100 support emails/week → 40 are password or account reset requests
After KB:
40 reduced to 10 → because customers found the answer before asking
Over time, this builds a more independent customer base and a leaner, more responsive support team.
| Do This | Why It Works |
|---|---|
| Use short, clear titles | Easier to search and scan |
| Update articles monthly | Keeps info fresh |
| Track views and usage | Prioritize what's working |
| Add visuals where possible | Visuals reduce friction in learning |
In short: your team works smarter, your customers get faster answers, and everyone wins.
Support doesn’t scale when every answer is one-on-one. It scales when answers are documented, discoverable, and delivered fast without an agent ever lifting a finger.
Raiseaticket’s free knowledge base feature makes this possible without needing another tool or platform. Within days, you can build an FAQ that saves your team hours, and makes your customers feel empowered and informed.
Start building your KB today inside your Raiseaticket dashboard. It’s free, it’s fast-and it’s how modern support teams work smarter.
Product
Support
