# Write help articles

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

Canonical page: https://aozo.in/docs/helpdesk/knowledge-base
Last updated: 2026-11-12
Product: AOZO Helpdesk
Section: Guides

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](https://aozo.in/images/docs/hd-kb.webp)
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](https://aozo.in/images/docs/hd-kb-new.webp)
   - (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](https://aozo.in/images/docs/hd-kb-filters.webp)
   - (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.