About knowledge base

Overview

Ortto’s knowledge base lets you create and organize help articles so customers can quickly find answers without needing to contact support.

It helps your team by:

• Enabling customers to self-serve, even when your team is offline
• Allowing support agents to share article links during conversations
• Providing a built-in feedback option so customers can reach out if an article doesn’t fully help

You can group articles into categories like getting started, FAQs, troubleshooting, or policies. No coding is needed, so anyone on your team can contribute. You can import content from tools like Intercom or Help Scout, or create new articles directly in Ortto.

Your knowledge base comes with a hosted domain, or you can connect your own custom domain if preferred.

Getting started with knowledge base

To get started with knowledge base, click on Articles the left-hand navigation drawer to access the setup wizard. This will help you quickly configure your knowledge base and import any existing articles you have (such as from Intercom or Help Scout).

Once you’ve got your knowledge base set up, you can explore the settings and features in more detail in these key areas:

• You can configure your settings while the knowledge base is turned OFF so you can then go and create your articles. Then, return to settings to turn the knowledge base ON when your articles are ready to go live.
• Articles: This is where you create and manage articles and categories. Here you can:
  • turn articles ON/OFF,
  • edit articles and categories,
  • manage translations,
  • see an article’s version history,
  • view an article’s details and report,
  • and more.
• Category manager: Access the category manager from the Articles page to organize your help content into categories and sub-categories.
• Translations: Let your customers find answers in their preferred language by translating articles and categories into supported languages.