Customers today expect fast, self-serve support. Instead of waiting for an agent to reply, they want instant answers, and that’s exactly what a strong knowledge base provides. Reducing ticketing is inevitable. When built correctly, your knowledge base can reduce support tickets by 40–60%, empower customers to solve problems on their own, and improve your team’s productivity.
In this guide, we’ll walk you through how to build a high-performing knowledge base to reduce ticketing, not just store information no one uses.
What Is a Knowledge Base and Why It Matters?
A knowledge base is a self-service hub where customers can find answers to common questions, troubleshooting steps, and product how-to. Instead of contacting support, users search, learn, and solve issues independently.
A well-structured knowledge base helps you:
- Reduce repetitive tickets
- Speed up response and resolution time
- Improve customer satisfaction and retention
- Train new users and onboard clients faster
Step-by-Step: How to Build a Knowledge Base That Reduces Ticketing
1. Start with Data: Identify the Most Common Questions
Before writing, analyze what customers ask the most. Look at:
- Repetitive support tickets
- Frequently asked questions from live chat
- Helpdesk reports and insights
- Customer feedback
Start by creating articles for the top 20 most asked questions. This can significantly reduce ticket volume.
Pro Tip: Inside Solevato, you can easily tag and track recurring questions, so your knowledge base content matches real customer needs.
2. Organize Content in Clear, Logical Categories for less Ticketing
A messy knowledge base leads to frustration, and more tickets.
Group your articles into intuitive categories. For example:
- Getting Started: onboarding, account setup
- Product Features: how to use each feature
- Integrations: how to connect channels or tools
- Troubleshooting: fixes to common issues
Your goal should be for customers to find answers in three clicks or less.
3. Write Clear, Simple, and Solution-Focused Articles
Knowledge base articles should be:
- Easy to read and follow
- Structured step-by-step
- Focused on solving one problem only
A strong article structure includes:
- A short introduction explaining the purpose of the article
- Step-by-step instructions (with visuals if possible)
- Additional tips or links to related articles
4. Add Visuals: Screenshots, GIFs, and Video Tutorials
Visual content helps users understand faster. Whenever possible, show instead of tell.
Consider adding:
- Screenshots with explanations
- Short how-to videos
This reduces confusion and follow-up questions.
5. Make It Search-Friendly (SEO for Your Knowledge Base)
Your knowledge base should be easy to search, both on Google and inside your help center.
Use keywords that customers naturally search for, such as:
- “How to integrate WhatsApp”
- “Fix login issue”
- “Set up team roles”
Add keywords to titles, headings, and article descriptions so users can quickly find what they need.
6. Keep It Updated and Track Performance
A knowledge base is not a one-time task. Review and update content regularly based on:
- Product updates
- Common new questions
- Customer feedback
Track performance by checking:
- Which articles reduce tickets
- Which articles users search for but don’t find
- Article ratings and feedback
Solevato provides analytics to help you evaluate article effectiveness and continuously improve.
Encourage Customers to Use Your Knowledge Base to decrease Ticketing
To get maximum value from your knowledge base:
- Share article links in support replies
- Suggest articles before ticket submission
- Include the knowledge base in onboarding and training emails
- Display related articles when users search
This trains customers to self-serve first and reduces unnecessary tickets.
Build a Knowledge Base Faster with Solevato
Solevato’s built-in Knowledge Base makes it easy to create, organize, and manage self-service support content. With powerful search, a customizable help center, and insights on article performance, you can:
- Reduce repetitive tickets
- Improve customer satisfaction
- Offer fast, 24/7 instant support
Your customers get answers in seconds, and your support team gets more time to focus on complex conversations.
Get started with Solevato and create a free account!