Manage your support knowledge articles

Maintain one organisation-owned answer for each recurring support topic without copying official product documentation.

Before you start

• Confirm the article belongs to your organisation.
• Choose internal or customer-facing audience before writing.

Know which documentation you are editing

This Ticket.coffee Help centre contains the official product guides. The Knowledge section inside your instance contains articles owned by your organisation: procedures, answers and customer information.

Choose the audience

Mark an article as internal when only agents should use it. Publish customer-facing material only after checking that it contains no private operational data.

Avoid duplicate answers

Update one canonical article and link to it from replies when appropriate. Do not copy official Ticket.coffee guides into your organisation’s knowledge base.

Step by step

1. Open Knowledge and search for an existing answer.
2. Create or edit the canonical article.
3. Choose internal or public audience.
4. Complete the title, summary and content in the needed language.
5. Review private data, publish deliberately and link to it from replies.

Final check

• No official Ticket guide was duplicated.
• Customer-facing content contains no private operations.
• Only one canonical answer remains current.

Tip: Update the source article instead of pasting slightly different answers into many tickets.