Creating a Knowledge Base in Helpdesk

A knowledge base lets your customers find answers without submitting a ticket. In this tutorial, you’ll create a help center brand, organize content into categories and sections, write your first article, and publish it.

Prerequisites

• Admin or agent role in Helpdesk

Step 1: Create a brand

Brands are the top-level container for your help center. Each brand gets its own subdomain.

1. Navigate to Knowledge Base in the sidebar
2. Click New Brand
3. Enter a name (e.g. “Acme Help Center”)
4. Set the subdomain (e.g. acme — your help center will be at acme.help.airclou.com)
5. Choose a default locale (e.g. en)
6. Configure branding — logo, colors, hero section text
7. Save

Step 2: Create categories

Categories are the top-level grouping in your help center.

1. Open your brand and click New Category
2. Create a few categories to start:
   • “Getting Started”
   • “Account & Billing”
   • “Troubleshooting”
3. Each category gets an auto-generated slug that you can edit

Step 3: Create sections

Sections subdivide categories.

1. Click into a category
2. Click New Section
3. For “Getting Started”, create sections like:
   • “Account Setup”
   • “First Steps”
4. Drag sections to reorder them

Step 4: Write your first article

1. Click into a section
2. Click New Article
3. Enter a title (e.g. “How to Submit a Support Request”)
4. Write your content in the rich text editor
5. Set visibility to Public
6. Add metadata tags:
   • Content type: how-to
   • Keywords: “submit ticket”, “create request”, “get help”
7. Click Publish

The article is now live on your help center.

Step 5: Add translations (optional)

If you support multiple languages:

1. Open a published article
2. Click the Translations panel
3. Click Add Translation and select a language
4. Enable auto-translate for a starting draft, then review and edit
5. Publish the translation

Visitors see content in their preferred language based on browser settings or the ?locale= URL parameter.

Step 6: Visit your help center

Open https://acme.help.airclou.com (using your subdomain) to see your published help center. Test the search to make sure articles are discoverable.

What’s next

• Managing Articles — editing, versioning, and visibility controls
• Translations — multi-language support in detail
• Set up a custom domain from brand settings to serve the help center on your own domain