Description

The Documentation & Knowledgebase adds to Awesome Support an integrated knowledge base, creating a dedicated content type for help articles, organizing documents by categories and displaying contextual search before ticket opening. Targeted at teams looking to reduce the volume of repetitive tickets, the module links each article to the service flow, providing the client with a self-service alternative within the same support environment.

Main Features

  • Dedicated content type: creates a custom post type specifically for documentation articles, separate from WordPress posts and pages.
  • Category organization: groups articles into categories and subcategories, facilitating navigation by subject within the knowledge base.
  • Integrated search: displays a search field that filters related articles as the user types the topic of the question.
  • Ticket-time suggestions: shows suggested articles in the ticket opening form to encourage self-resolution before submission.
  • Dedicated layout: delivers its own templates for article listing and reading, integrated into the active WordPress theme.

Benefits of Documentation & Knowledgebase

  • Fewer repetitive tickets: the client finds the answer themselves before opening a ticket, reducing the support queue.
  • Unified experience: the documentation and support stay on the same site, no need for external platform.
  • Shorter response time: agents can point to ready articles instead of drafting the same guidance multiple times.
  • Organized content: the category structure keeps the base navigable as the number of articles grows.

Who is it recommended for?

  • Companies that already use Awesome Support and want to offer self-service to customers.
  • Support teams that receive many recurring questions about the same topics.
  • SaaS businesses, digital products and services that need public documentation integrated into support.

Recommended for support teams that want to transform frequent questions into permanent content, easing operations and giving the end customer autonomy.

Frequently asked questions

Is Awesome Support Documentation & Knowledgebase GPL-licensed?

Yes. Awesome Support Documentation & Knowledgebase is distributed under the GPL (GNU General Public License). You may legally use, modify and redistribute it on as many sites as you want.

Can I use Awesome Support Documentation & Knowledgebase on multiple sites?

Yes. You can use Awesome Support Documentation & Knowledgebase on multiple sites. The number of sites connected to Ultrapack Auto Updater is limited by your plan.

How much does Awesome Support Documentation & Knowledgebase cost at Ultrapack?

Awesome Support Documentation & Knowledgebase costs US$2.99 as a single purchase, and it is also included in the subscription plans starting at US$12/mo (VIP I).

Does Awesome Support Documentation & Knowledgebase include updates?

Yes. The current version of Awesome Support Documentation & Knowledgebase is 4.6.3, published at Ultrapack on Aug 7, 2022. Subscribers update straight from the WordPress dashboard with UAU (Ultrapack Auto Updater).

Is Awesome Support Documentation & Knowledgebase scanned before publication?

Yes. Every version of Awesome Support Documentation & Knowledgebase goes through a malware scan (ClamAV and YARA rules, at UltraHub) before it is published.