Knowledge Base
Last updated February 28, 2026
Reduce low-value tickets with FAQ and article publishing.
Vicket includes two content types for self-service support:
- FAQ entries
- Articles
FAQ
FAQ is best for short, recurring questions.
Use concise answers and keep wording action-oriented.
Articles
Articles support longer troubleshooting and guidance content.
Article statuses:
DRAFTPUBLISHEDARCHIVED
Only PUBLISHED articles are available in public support experiences.
Publishing workflow recommendation
- Draft with internal review
- Publish validated content
- Archive outdated pages instead of deleting context
Use article links in support replies to improve deflection over time.