The Knowledge Base That Deflects 40% of Your Tickets

The best support interaction is the one that never happens

Every time a customer has to open a ticket to ask a question you've already answered 50 times, you've failed twice: once when you didn't document it, and again when they had to wait for a response they could have found in 30 seconds. Zendesk research shows that companies with a comprehensive knowledge base handle 60% fewer support tickets per customer.

Finding your top 10 articles in 30 minutes

Pull your last 100 support tickets. Group them by subject. In most businesses, 80% of tickets ask the same 10–15 questions. Write a knowledge base article for each of those questions and you'll deflect the majority of your support volume immediately.

Creating a knowledge base article in Proactiq

Go to Support → Knowledge Base → New article.

• Title — Write it the way a customer would type it in a search box. "How do I reset my password?" not "Password Reset Documentation". Customers search in natural language.
• Category — Organise articles into top-level sections: Getting Started, Billing, Account Management, Technical Issues, Integrations. Articles in clear categories are 3x more likely to be found.
• Content — Use the rich text editor with:
  • Numbered steps for how-to guides (not bullets — numbered steps have a specific order)
  • Screenshots of the actual UI (a picture shows in 2 seconds what 200 words describe)
  • Callout boxes for warnings or important notes
  • A "Did this answer your question?" prompt at the end
• Visibility — Set to Public (visible to customers) or Internal (visible only to your team as a runbook)

The article writing standard

Every public knowledge base article should be writable by anyone on your team and readable by any customer without needing to contact support. Before publishing, test it: give the article to someone who hasn't read it and ask them to follow the steps. If they get stuck, the article needs more detail.