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Articles

Articles are entries containing your company’s reference materials that can be accessed by both customers and employees.

The Articles app is used to create and store articles in the Service Desk solution. Here you can add new articles using Markdown or the WYSIWYG editor, make changes to existing records, publish them on the portal, or unpublish them. On the item page, you can also send an article to other operators for review or to a manager for approval.

Records from the Articles app are duplicated in the Articles directory of the Live Chats workspace. Live chat operators can use them for quick responses to users.

Articles are divided into two types:

  • Public. It is accessible to customers and partners from the external portal page. This can be useful information for resolving typical incidents or instructions for performing certain actions.
  • Internal. It is available only to company employees in the BRIX interface. Such articles include internal regulations and information for employees.

By default, all articles are displayed in the app as a table containing information such as the article name, related service, portal availability mark, number of likes and dislikes, and creation date.

articles-01

In the table settings, you can select the item properties to be displayed and configure the data sorting parameters in the app.

Articles can also be displayed as tiles.

Sort articles by category

By default, the Articles app has a hierarchical directory configured that includes the All items folder. You can configure additional folders to divide articles into thematic sections, for example, create a folder for articles published on the external portal or for articles created for various services.

To do this, add thematic groups in the Article Categories directory, which will automatically appear as folders in the tree.

To create an article category:

  1. Go to the Article Categories directory and click the + Article Category button in the upper-right corner.
  2. In the window that opens:
  • Enter a category name, for example, Articles about system setup.
  • To create an additional hierarchy, select a thematically related category in the Parent category field. The record is chosen from existing items in the directory.
  1. Click Save.

After that, when creating or editing an article, you can select a category and thus place the item in a folder.

Search articles

There is a search bar at the top of the Articles app. You can use it to quickly find an article by its title.

To filter articles, you can use the following data: description, publicity, number of likes, dislikes, and views, etc. To do this, click on the Pipeline_icon icon, specify the parameters, and click the Search button.

For more information on how to use the search function, read the Search and filters article.

Check an article for relevance

You can find articles with expired validity periods and update their descriptions or delete them from the Articles app. To do this, the Service Desk solution includes a preconfigured business process called Check expired articles:

  1. In the Articles app, the responsible employee clicks the Relevance Check button in the upper-right corner and confirms the action. The validity period is automatically checked for all articles.
  2. If an article with an expired validity period is found, the employee responsible for that article receives a task to make a decision about the article. They can:
  • Edit the description and extend the article’s validity period on its page, then click the Completed button on the task page.
  • Archive the article. To do this, click the Archive button on the task page. The record will be deleted from the Articles app. To restore it, use the Deleted option in the search parameters window.
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