A Knowledge Base That Deflects 40% of 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 a hundred 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 themselves.
The 80/20 of knowledge base articles
Pull your last 100 tickets and count how many relate to the same 10 questions. In most support operations, 80% of tickets come from 20% of questions. Your first 10 knowledge base articles should answer those 10 questions.
Writing articles that actually help
Use Proactiq's rich text editor to write articles with:
- A clear, search-friendly title — "How do I reset my password?" not "Password Issues"
- Numbered steps for how-to guides
- Screenshots or video links for complex workflows
- A "Did this help?" signal — track view counts to see which articles get the most traffic
Organising with categories
Go to Knowledge → Categories → New category and create top-level sections: Getting Started, Billing & Payments, Account Management, Technical Issues, Integrations. Articles filed under clear categories are 3x more likely to be found by customers self-serving.
Apply this in your Proactiq workspace
Everything covered in this lesson is available in your free account right now. Open your workspace and put this into practice while it's fresh.
Open Proactiq free