Login as a agent and click on the agent dashboard.
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Agent can view all the open tickets and click on the ticket that needs to be resolved.
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Click on the support team section and provide the status for the ticket.
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If the status is closed/resolved, scroll down to add this ticket to the knowledge base. Select the option as ‘Yes’ in Add to knowledge base.
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Add ticket resolution notes in details which will be moved to the knowledge base.
Click on submit button and the ticket will be added as a article to the knowledge base.