Knowledge Base#

The Novaza Desk Knowledge Base is a self-service help center where you can publish articles, guides, and FAQs that customers can browse without needing to contact an agent. A well-maintained knowledge base reduces inbound support volume and improves customer satisfaction by providing immediate answers.

Structure#

The Knowledge Base is organized into:

Portals — the top-level container. Each portal has its own public URL, logo, and color theme. Most teams have one portal, but you can create multiple portals for different products or languages.
Categories — sections within a portal (e.g., “Getting Started”, “Billing”, “Troubleshooting”). Categories can have subcategories up to two levels deep.
Articles — the individual help documents within a category. Each article has a title, body content, a short description (used in search results), and an optional cover image.

Creating Articles#

Go to Desk → Knowledge Base → New Article.
Enter the article title and select the category.
Write the article body using the rich text editor. The editor supports headings, bold, italic, bullet lists, numbered lists, inline code, code blocks, links, and images.
Optionally add tags to improve searchability and to surface related articles.
Set the article status to Draft (visible only to agents) or Published (visible to customers on the portal).

Search and Discovery#

The public portal includes a prominent search bar. The search engine indexes article titles, body text, and tags. Search results are ranked by relevance and recency.

On each article page, a Related Articles section automatically suggests other articles from the same category or with matching tags.

Using Articles in Conversations#

Agents can search the knowledge base from within any conversation by clicking the Knowledge Base icon in the reply toolbar. Matching articles appear in a panel. Click Insert Link to paste a formatted link to the article into the reply, or click Copy Content to paste the article’s text directly into the message.

Article Analytics#

Track how your knowledge base is performing from Desk → Reports → Knowledge Base:

Page views — how many times each article was viewed
Search terms — what customers searched for, including searches that returned no results (useful for identifying gaps)
Helpful / Not helpful — article-level feedback from the thumbs-up/down widget at the bottom of each article

Use this data to identify frequently viewed articles that may need updating, and to create new articles for common searches that currently return no results.

Portal Customization#

Each portal can be customized in Knowledge Base → Portal Settings:

Custom domain — host your help center at a URL like help.yourcompany.com (requires DNS configuration)
Logo and favicon
Brand color — applied to the header, buttons, and links
Homepage layout — choose between a category-grid or a featured-articles layout
SEO settings — custom title, meta description, and sitemap configuration