Knowledge Base: What Works Today

TixTalk has a Knowledge Base item in the left-hand navigation, and the product roadmap includes a self-service help center for your customers. That help center is not built yet, and this article exists so nobody spends an afternoon looking for a screen that is not there.

What the Knowledge Base screen actually shows

Opening Knowledge Base from the sidebar shows a placeholder page, not your data.

1. Three summary cards read "1 category", "1 article" and "0 views". These are fixed sample numbers — they are the same for every workspace and they never change.
2. A "Recent Articles" list shows a single sample row called "Welcome to TixTalk". No such article exists in your workspace.
3. The New Article button is not wired up. Clicking it does nothing.

Nothing on this page is connected to your workspace, so nothing you do here can break anything either.

What is not available yet

None of the following exist in the product today:

1. Creating, editing or deleting knowledge base categories.
2. Writing, publishing, unpublishing or deleting articles.
3. A public help center where customers can browse or search your articles.
4. Article search inside the agent workspace.
5. Helpful and not-helpful voting, view counts, or any knowledge base statistics you can read.

Article tags and featured images are sometimes asked about — those fields do not exist on TixTalk articles at all, even in the underlying data.

What to do instead right now

Until the help center ships, keep your self-service answers where customers can already reach them.

1. Publish your help content on your own website or store pages, and link to it from chats and tickets.
2. Use canned responses so your team can paste consistent, well-written answers into live chats in a couple of keystrokes. See Speed Up Replies With Canned Responses.
3. Use macros to bundle a standard ticket reply with the status and tag changes that usually go with it. See Apply Macros to Tickets.