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How to Connect ProProfs Knowledge Base With Help Desk

ProProfs Help Desk allows you to access and recommend relevant articles from your website’s knowledge base to users. This helps reduce ticket response time and provides self-help for users.

Accessing knowledge base articles: You can access the articles by clicking on the bulb icon. The articles will be available at hand for instant selection.
Selecting and editing default articles: You can set up default articles from your Knowledge Base by going to Settings > Integrations and entering the Knowledge Base URL under the ProProfs Knowledge Base option. You can also edit the default articles anytime with the Select Articles option.

After ProProfs Knowledge Base integration with ProProfs Help Desk, you can select the articles by clicking the bulb icon on the sidebar.

Access help articles to use in HD support tickets

Benefits of ProProfs Help Desk & Knowledge Base integration:

Reduce customer tickets: By providing self-help articles on your website, you can help customers find answers to their queries without contacting the support team. This reduces the number of tickets and improves customer satisfaction.
Save support costs: By integrating your knowledge base with your help desk, you can access and recommend relevant articles to customers from within the ticket interface. This saves time and effort for both you and your customers and lowers your support costs.
Create a delightful support experience: By offering customers multiple ways to get help, such as browsing articles, searching keywords, or submitting tickets, you can create a delightful support experience. You can also use feedback and analytics to improve your articles and tickets.

To integrate your knowledge base with ProProfs Help Desk, you need to follow these steps:

Step 1: In your ProProfs Help Desk account, go to Settings > Integrations. You’ll see a list of integrations that you can use.

Go to Integrations under Settings

Step 2: Under Knowledge Base, turn on the switch and enter the URL of your knowledge base. Then select Select Articles. Wait for a few seconds while your articles sync.

Integrate your ProProfs Knowledge Base with ProProfs Help Desk

Note: If you do not have a knowledge base, you can learn how to create a brand new knowledge base site here.

Step 3: In the side panel, choose the articles you want to add as default for your tickets. Select Save when you’re done.

Select default articles to add

Note: You can edit which articles to include as default with the Select Articles option whenever the need arises.

And that's it! If you encounter any issues or have any questions, don't hesitate to reach out to our support team.

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