Write down the answers to your most-asked questions, organize them the way customers search, and keep them current from what the inbox tells you.
For anyone asking: How do I build a knowledge base customers actually use?
Each one's way of doing it, and the point where it stops.
Knowledge builder drafts articles from past tickets for review, the Knowledge dashboard shows searches with no result, and an AI agent can be built from the help center. Where it stops: No help center on Support Team; Suite Team has one language and no custom user segments.
Starts as a private knowledge base for agents on Free; Express saves ticket resolutions as articles, and Standard opens a public help center. Article reports show which searches returned nothing. Where it stops: No public help center on Free or Express.
A Help Center with a custom domain sits beside the order inbox; its contact form creates tickets, and AI Library suggests new articles from ticket data. Where it stops: Not available during the trial; search tracking only through a Google Analytics workaround; no direct article export.
Agents BCC the knowledge base address to turn a reply into a draft article, and the customer portal suggests articles while customers fill in the ticket form. Where it stops: Knowledge base reports and translations need Pro; article writers need agent access.
Docs publishes a searchable help site on every plan, and the Beacon widget suggests articles for the page a visitor is on before they reach the contact form. Where it stops: Free allows one Docs site with up to 10 articles; no community forums; the standard data import does not move knowledge-base articles.
The Help Center builder publishes articles on your own domain in several languages, and the same articles become knowledge for the Lyro AI agent. Where it stops: Existing content cannot be imported yet; articles are created from scratch.
Every verdict rests on the data in our product reports, never on a fee. How we score →