How to create Knowledge Base

1. Zendesk page, top right corner and click on the icon (highlighted in image below) and select Guide.
2. Select PGMALL, click on ADD and select Article.
3. Fill-in Knowledge Base title and details.
4. Whenever finish editing, on right panel,
   • Visible to change to Everyone
   • click Public in section - General > Knowledge Base and click Select
   • Tick Promote article
   • Insert the keywords in Labels section, so people can easily find your article.
   • Once Done, click on Save. Wait approval from JC / ZhaoShen for your article.
5. You can view your created knowledge base (once get approved), on the incident page.
6. You can search it and open the knowledge base from the incident page. You can link it to your incident too !