Articles & Tickets Sections

Knowledge Base & Ticket Management

Expand your customer support capabilities beyond real-time chat. This guide covers two essential modules: Articles and Tickets. Learn how to build a searchable Knowledge Base that reduces support volume and automatically trains your AI chatbot. Additionally, discover how to implement a structured Ticketing system for handling complex inquiries. Below, you will find installation steps, display methods (including WordPress shortcodes and script modifications), and advanced configuration options for both tools.

Articles (Help Center)
Empower your users to find instant answers and significantly reduce your support team’s workload. The Articles module allows you to create a fully integrated Knowledge Base that can be displayed directly in the chat dashboard, sent via rich messages, or hosted on a dedicated page. These articles also serve as a dynamic training source for your AI chatbot, ensuring your automated responses stay up-to-date.
Knowledge base articles provide instant answers to customers to help reduce customer support volume. You can access the articles from the left CHAT.devad.io menu.

• The articles can be shown in the chat dashboard by enabling them from Settings > Articles > Display in dashboard.
• Alternatively, articles can be shared in any chat conversation via the rich message shortcode, [articles].
• Follow these steps to display the articles on a page of your domain and website. You can display them in three ways:

The page shows the article categories, you must add parent categories and assign articles to them. The articles will be shown in the same location of the code above. You can hide the chat widget by adding the JS code var SB_DISABLED = true; to the page.

The article’s one-page navigation appears automatically on all articles. It is generated from the article’s h2 and h3 heading blocks.

To show Articles in your websites, use this code in your page. dont forget to add your API token which can be found in https://chat.devad.io/account/?tab=installation

<div id="sb-articles">
     <script src="https://chat.devad.io/script/js/min/jquery.min.js"></script>
     <script id="sbinit" src="https://chat.devad.io/script/js/main.js"></script>
     <?php
     $ch = curl_init('https://chat.devad.io/script/include/api.php?articles=true&' . (empty($_GET['category']) ? (empty($_GET['article_id']) ? (empty($_GET['search']) ? '' : '&search=' . urlencode($_GET['search'])) : '&article_id=' . $_GET['article_id']) : '&category=' . $_GET['category']) . (empty($_GET['lang']) ? '' : '&lang=' . $_GET['lang']));
     $parameters = [
         CURLOPT_RETURNTRANSFER => true,
         CURLOPT_SSL_VERIFYPEER => false,
         CURLOPT_USERAGENT => 'CHAT.devad.io',
         CURLOPT_POST => true,
         CURLOPT_CONNECTTIMEOUT => 5,
         CURLOPT_POSTFIELDS => http_build_query([
                                   'token'=> '[YOUR-TOKEN]', 
                                   'function' => 'init-articles'
                               ])
     ];
     curl_setopt_array($ch, $parameters);
     $response = curl_exec($ch);
     curl_close($ch);
     echo $response;
     ?>
</div>

Another option is to install this javascript into a new page.
please note that to use the JS method you need to include the installation script code like <script id=”chat-init” src=”https://chat.devad.io/account/js/init.js?id=YOUR_ACCOUNT_ID”></script> in your page where you want to display or use the chat. This script initializes the chat system on your site.

<script src="https://chat.devad.io/script/js/min/jquery.min.js"></script>
<script id="sbinit" src="https://chat.devad.io/script/js/main.js"></script>
<script>var SB_ARTICLES_PAGE = true;</script>
<div id="sb-articles" class="sb-loading"></div>

If you see 404 error, The 404 error on other pages when displaying articles means that the article categories or articles are not properly loaded or linked on those pages.
To fix this: Ensure the URL parameter for category or article_id is set correctly on those pages to load the right content.
Configure your website routes or permalinks so that requests for articles don’t lead to 404 errors.
Make sure parent categories and articles are assigned properly in the Support Board admin area.
Optionally, use the REST API or PHP API method to load articles dynamically with proper parameter handling.
In brief, 404 means the pages are missing or not mapped properly to article content. You need to configure URLs and categories so that articles display correctly on all pages.

This training process enables you to train the chatbot using the articles.

• To train the chatbot add you articles and than click the Train chatbot button. The articles are used as training sources automatically.
• For more details click here.
• Articles All article languages are used automatically.
• CHAT.devad.io articles are synchronized automatically with the Dialogflow knowledge base.

When this option is active, the response will automatically include the links to the sources and training data used for generating the answer. To include articles as sources you have first to set the articles page in Settings > Articles > Articles page URL.

The system is extremely lightweight, built without frameworks or unnecessary code. It’s modular, minimal, and fully optimized for maximum performance.

Disable articles: Disable the articles area and article functionality. This reduces resource usage by preventing the system from loading articles on both the admin and client sides.

The Tickets app offers an alternative way for users to submit inquiries, providing a structured interface distinct from the standard chat widget. While it shares the same powerful backend as the chat system, the frontend is designed for creating and tracking longer-form requests. Whether you are using WordPress or a custom website, the guide below explains how to activate the app and display the ticket area using simple shortcodes or URL parameters.
The settings below are related to the Tickets app. The Tickets app allows users to create conversations and send messages via a UI different from the chat.

• From Settings > Apps, click Tickets and click Active.

WordPress

To display the tickets use the shortcode

[sb-tickets]

Insert it in any page, post, or post type item.

Any Website

To display the tickets area include the chat embed code into your page and add the attribute &mode=tickets to the script URL, e.g.

<script id="chat-init" src="https://chat.devad.io/account/js/init.js?id=65895623&mode=tickets"></script>

. You can show the tickets area also by inserting the code <script>SB_TICKETS = true;</script> into any page showing the chat.

• If the tickets area is not visible, make sure to uncheck the option Tickets > Manual initialization. Additionally, you can explore other potential reasons for this issue here.
• You can also use the tickets area to display an inline or full-width chat panel.
• Tickets are the same of chat conversations on the admin-side, the only difference from chat conversations is the front-end UI.
• Most of the settings of the chat are compatible with the Tickets App but not all of them. The dashboard settings, the pop-up message, and more are not compatible.
• Dedicated APIs for the Tickets App are available in the API section.
• To remove the mandatory ‘New ticket’ form for new users, activate the welcome message of Settings > Messages & Forms > Welcome message. The welcome message delay is ignored in the tickets area, the message is sent immediately..
• To manually disable the mandatory registration only on a single page use the JavaScript code var SB_REGISTRATION_REQUIRED = true. Set it to true to force the registration instead.
• The tickets area is compatible with Google reCaptcha v3.