Practical guides

Step-by-step, with the templates.

The twelve knowledge base articles to write first

A knowledge base only works if it answers what people actually ask. These twelve cover most of the repeat volume on almost every Indian IT desk — and here is how to write them so they get read.

13 Sep 2026 · 5 min read

Practical guides

Setting up email-to-ticket without creating a mail loop

Turning helpdesk@ into a real queue is the highest-value hour you will spend. It is also where two specific mistakes cause most of the damage — here is how to avoid both.

23 Aug 2026 · 5 min read

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