Knowledge Base

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:

DRAFT
PUBLISHED
ARCHIVED

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Archive outdated pages instead of deleting context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.

How FAQ appears on support pages

FAQ entries are displayed directly on your public support page linked to a website. Visitors see a searchable list of questions before they open a ticket. When a question matches their issue, they get an immediate answer without creating a support request.

This is the first line of defense for reducing ticket volume. For more on this strategy, see our guide on reducing tickets with a knowledge base.

Article structure

Each article consists of:

Title -- A clear, searchable headline. Use the exact phrasing your customers would type.
Body -- Markdown-formatted content. Supports headings, code blocks, lists, and links.
Status -- One of DRAFT, PUBLISHED, or ARCHIVED. Only published articles are visible to end users.

Articles are tied to a specific website, so you can maintain separate knowledge bases per product or brand.

Tips for effective KB content

Start with your top 10 ticket topics. Check your ticket history for the most frequent categories and write articles that address them directly.
Use action-oriented titles. Prefer "How to reset your password" over "Password information".
Keep articles focused. One article per problem. If an article covers multiple topics, split it.
Include step-by-step instructions. Numbered steps with expected outcomes reduce follow-up questions.
Link related articles. Cross-reference other KB entries so users can navigate without going back to search.

Managing content lifecycle

KB content requires ongoing maintenance. Review articles quarterly to catch outdated information:

Outdated articles should be updated or moved to ARCHIVED status. Archived articles remain in the system for internal reference but are hidden from public view.
Draft articles that have not been published within 30 days should be reviewed -- they may indicate blocked editorial processes.
Track deflection metrics. Monitor whether ticket volume decreases after publishing new content. If a topic still generates tickets despite having an article, the article likely needs improvement.

FAQ