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Write help articles

Publish help articles that let customers solve problems without contacting you.

  • Guides
  • 2 min read
  • Updated 13 November 2026
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The Knowledge Base holds help articles. Good articles mean fewer repeat tickets.

The AOZO Helpdesk Knowledge Base page with article filters, the New article button and the Write an article button highlighted
  1. All articles, Published and Drafts
  2. New article
  3. Write an article, shown while the list is empty
  4. Helpdesk tabs with Knowledge Base selected

  1. Open the Knowledge Base

    In Helpdesk, choose the Knowledge Base tab. A new help desk shows “No articles here yet”.

  2. Write an article

    Choose New article or Write an article. Give it a clear title and write the answer in plain words.

    The New article button in the Knowledge Base
    1. New article

  3. Keep it as a draft or publish it

    Save it as a draft while you check it, then publish it. Use the All articles, Published and Drafts views to see where each one is.

    The All articles, Published and Drafts views in the Knowledge Base
    1. Article views

  4. Organise with categories

    Add categories so customers can browse. The list shows “No categories yet” until you add some.

#What to write about

  • The questions that come up in tickets again and again.
  • Steps people get stuck on, with each step in its own line.
  • Short answers first, then detail.
Tip

Once a week, look at the tickets that repeat. Each repeating question is a help article waiting to be written.