What is the Knowledge Base?
The Knowledge Base (KB) is a collection of public or client-only articles organised into categories. It is accessible at /kb in the client portal and is designed to let clients resolve common issues without opening a support ticket.
Every article belongs to a category, has a searchable title and body, and can be set to either public (visible to all visitors) or clients-only (requires login).
Admin Location
Navigate to Admin → Content → Knowledge Base to manage categories and articles. The section is split into two tabs:
- Categories — create and reorder the top-level groupings
- Articles — write, draft, publish, and delete individual articles
How It Reduces Ticket Volume
When a client clicks Open Ticket in the portal, Commerce searches the KB for articles related to the subject line the client has typed and displays up to five suggestions above the submit button. If the suggested article answers the question, the client can read it without submitting a ticket.
[!TIP] Keep article titles close to the exact phrases clients type when opening tickets. "How do I reset my email password?" performs better than "Email Authentication Management."
Article Visibility
| Visibility | Who Can See It |
|---|---|
| Public | Any visitor, including logged-out users |
| Clients-only | Only authenticated portal users |
Set visibility per article when creating or editing it. Categories themselves do not have a visibility setting — control visibility at the article level.
Search
The portal header includes a search bar that queries article titles and body text. Results are ranked by title match first. See Knowledge Base Search for details.
Portal KB Index
The /kb page displays all active categories as cards. Clicking a category shows the list of published articles within it. There is no limit on the number of articles per category, but keeping each category to 10–20 articles improves navigation.
[!IMPORTANT] Deactivating a category hides all articles within it from the portal, regardless of the individual article's publish status. Re-activating the category restores their visibility immediately.
Quick-Start Checklist
- Create at least one category (Admin → Content → Knowledge Base → Categories → Add Category).
- Set a slug, sort order, and activate the category.
- Add an article, assign it to the category, set visibility to Public, and publish it.
- Visit
/kbon your portal to confirm it appears correctly.