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Why can’t I see an existing knowledge base category when creating or editing articles?

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There are two types of categories in the knowledge base: parent categories and subcategories. Parent categories cannot have knowledge base articles attached to them, while subcategories can. The image below shows an example of a parent category. Since the example above only has one parent category listed, a subcategory must be added before any articles can be created. When …

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Creating Custom Views

Please Note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. Custom Views are saved filtered searches that can be created for Tickets, Assets, and Users. For example, you can create a custom view …

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Creating an Asset Custom Field

Please Note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. On the left sidebar, click Administration and then Custom Fields. The first step is to set up a field definition. This determines the …

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Creating Custom Views

Please Note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. Custom Views are saved filtered searches that can be created for Tickets, Assets, and Users. For example, you can create a custom view …

Creating Custom Views Read More »

Creating Custom Views

Please Note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. Custom Views are saved filtered searches that can be created for Tickets, Assets, and Users. For example, you can create a custom view …

Creating Custom Views Read More »

Creating a Ticket Template

Please Note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. To access the Ticket Templates page, select Tickets > Ticket Templates on the left navigation. To create a new ticket template, click on …

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Creating Custom Views

Please Note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. Custom Views are saved filtered searches that can be created for Tickets, Assets, and Users. For example, you can create a custom view …

Creating Custom Views Read More »

Creating and Utilizing Shortcuts

Please Note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. Support teams frequently encounter help requests for the same type of issue. Apply actions, comments, and parts to a ticket instantly with Shortcuts. …

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