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Zinye Docs

Knowledge base

This page shows you how to build a knowledge base — a library of help articles that does double duty: your agents reuse them for fast, consistent answers, and your customers read them on the portal to solve problems without raising a ticket.

Create an article

Section titled “Create an article”
  1. Open Knowledge Base from the sidebar.
  2. Click + Add New (top right) and choose Article.
  3. Add a title and write the article.
  4. Click Create.

New articles start as a Draft (visible only to your team). When it’s ready for customers, click Publish to make it Public — it then appears on the customer portal.

Organise with categories

Section titled “Organise with categories”

Group related articles into categories (for example Billing, Getting started):

  1. Click + Add New and choose Category.
  2. Name it and create it.

You can move articles between categories, and merge categories as your library grows.

Saved replies

Section titled “Saved replies”

For the same answer you type again and again, create a saved reply (canned response). Agents drop it into a ticket in one click — consistent wording, far less typing.

Section titled “Related”