Knowledgebase
Learn how to use the ProductBridge Knowledgebase to create help articles, FAQs, and self-serve support content that reduces ticket volume.
Self-Serve Support for Your Users
The Knowledgebase in ProductBridge is a built-in help center where you publish articles, FAQs, and guides. Users find answers on their own, reducing support ticket volume and freeing your team to focus on complex issues.
Your knowledgebase is searchable, categorizable, and accessible from your public portal or embedded directly inside your product.
Creating Articles
Open the Knowledgebase
Navigate to the Knowledgebase tab in your project. You see all published and draft articles organized by category.
Create a New Article
Click New Article, enter a title, and select a category (e.g., Getting Started, Billing, Troubleshooting). Write your content using the rich text editor — markdown, images, videos, and code blocks are all supported.
Publish or Save as Draft
Click Publish to make the article live, or Save Draft to continue editing later. Published articles appear immediately on your public knowledgebase page.
Organizing Content
Structure your knowledgebase with categories and subcategories so users find what they need quickly:
| Category | Example Articles |
|---|---|
| Getting Started | Account setup, First project, Inviting team members |
| Billing | Subscription plans, Payment methods, Invoices |
| Integrations | Connecting Intercom, Setting up Slack, Jira sync |
| Troubleshooting | Login issues, Widget not loading, API errors |
Pin high-traffic articles to the top of their category. Navigate to the article settings and toggle Pin to Top to keep it visible.
Search and Discovery
The knowledgebase includes full-text search powered by AI. Users type a question in natural language and get relevant articles ranked by relevance — not just keyword matching.
Search results include:
- Article snippets with the matching section highlighted
- Related articles suggested alongside the primary result
- Feedback prompt asking "Was this helpful?" to continuously improve content quality
Embedding in Your Product
You can embed the knowledgebase directly inside your application using the ProductBridge widget:
<script
src="https://widget.productbridge.com/v1/kb.js"
data-project="YOUR_PROJECT_ID"
data-mode="knowledgebase"
async>
</script>
The embedded knowledgebase opens as a panel inside your app, keeping users in context while they find answers.
The knowledgebase widget shares the same configuration as the feedback widget. If you already have the feedback widget installed, you can enable the knowledgebase tab from Project Settings > Widget > Tabs.
Analytics
Track how your knowledgebase performs:
- Article views — See which articles get the most traffic
- Search queries — Identify what users search for but cannot find (content gap detection)
- Helpfulness ratings — Monitor "Was this helpful?" feedback to improve underperforming articles
- Deflection rate — Measure how many users found their answer without opening a support ticket
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