The ElevenSupport Knowledge Base lets you publish searchable help articles directly in your customer-facing support portal. A well-stocked Knowledge Base reduces ticket volume over time.

What Is the Knowledge Base? #

The Knowledge Base is a library of help articles that your customers can browse and search from the frontend portal ([elevensupport_portal] shortcode page). It is powered by MySQL FULLTEXT search for fast keyword matching.

Creating KB Articles #

1. In your WordPress admin, go to Support > Knowledge Base.
2. Click Add New.
3. Enter a title and write the article content.
4. Assign a category from the Category metabox on the right (optional but recommended).
5. Click Publish.

Organizing with Categories #

1. Go to Support > Knowledge Base > Categories.
2. Click Add New Category.
3. Enter a name (e.g., Billing, Account, Technical) and click Add New Category.
4. Assign articles to categories when creating or editing them.

Frontend Display #

KB articles are automatically displayed in the frontend portal on the page containing the [elevensupport_portal] shortcode. No additional setup is needed. Customers can:

• Browse articles by category
• Search articles by keyword

Best Practices #

• Start by creating articles for your most frequently submitted ticket types.
• Keep articles short and action-oriented. Step-by-step numbered lists work best.
• Review and update articles whenever your product or policies change.