SupportCandy Knowledgebase Integration

Agents can search the connected knowledge base from below the support reply area, without leaving the ticket interface. They can select an article or a specific content snippet and add it to a reply. This gives teams a way to draw on existing documentation while responding to customer questions.

The plugin connects SupportCandy with WordPress knowledge base tools, including BetterDocs, WP Knowledgebase, weDocs, BasePress, and other named options. It suits support teams that maintain help articles and want agents to reference that material during ticket conversations. Sharing existing answers can also help customers find information relevant to their questions.

Features

• Search from ticket replies: Agents can search for knowledge base articles or topics below the support reply area, keeping the search within the ticket interface.
• Insert article links: Select an article and add its link directly to a ticket reply to point customers to related documentation.
• Share content snippets: Choose specific content from the knowledge base and insert it into a reply, giving agents another way to share an answer.
• Connect knowledge base tools: Integrates with tools including BetterDocs, WP Knowledgebase, weDocs, BasePress, and Knowledgebase by Echo Plugins.
• Use existing documentation: Agents can draw on articles and content already in the knowledge base when responding to customer support tickets.
• SupportCandy ticket workflow: The integration brings knowledge base search and sharing into the SupportCandy ticket reply interface.

Best for

• WordPress sites using SupportCandy
• Customer support teams with knowledge base articles
• Businesses answering customer questions through tickets