{"id":2195,"date":"2026-01-15T01:06:59","date_gmt":"2026-01-15T01:06:59","guid":{"rendered":"https:\/\/devad.io\/guides\/?p=2195"},"modified":"2026-01-28T18:21:19","modified_gmt":"2026-01-28T18:21:19","slug":"articles-tickets-sections","status":"publish","type":"post","link":"https:\/\/devad.io\/guides\/chat-devad-io-docs\/articles-tickets-sections\/","title":{"rendered":"Articles &amp; Tickets Sections"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" id=\"knowledge-base-ticket-managementexpand-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\"><strong>Knowledge Base &amp; Ticket Management<\/strong><\/h2>\n\n\n\n<p id=\"knowledge-base-ticket-managementexpand-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\">Expand your customer support capabilities beyond real-time chat. This guide covers two essential modules:&nbsp;<strong>Articles<\/strong>&nbsp;and&nbsp;<strong>Tickets<\/strong>. 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.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-df83911\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-df83911\" class=\"gspb_heading gspb_heading-id-gsbp-df83911 \">Articles<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p><strong>Articles (Help Center)<\/strong><br>Empower your users to find instant answers and significantly reduce your support team&#8217;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.<br>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.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-640cec2\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-640cec2\" class=\"gspb_heading gspb_heading-id-gsbp-640cec2 \">How to display the articles area<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li> The articles can be shown in the chat dashboard by enabling them from <b>Settings &gt; Articles &gt; Display in dashboard<\/b>. <\/li>\n\n\n\n<li> Alternatively, articles can be shared in any chat conversation via the rich message shortcode, <b>[articles]<\/b>. <\/li>\n\n\n\n<li> Follow these steps to display the articles on a page of your domain and website. You can display them in three ways:<\/li>\n<\/ul>\n\n\n\n<p>The page shows the article categories, you must add <b>parent categories<\/b> and\n                                        assign articles to them.\n                                        The articles will be shown in the same location of the code above.\n                                        You can hide the chat widget by adding the JS code <b>var SB_DISABLED =\n                                            true;<\/b> to the page.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-be6d00d\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-be6d00d\" class=\"gspb_heading gspb_heading-id-gsbp-be6d00d \">One-page navigation<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>The article&#8217;s one-page navigation appears automatically on all articles.\n                                It is generated from the article&#8217;s <b>h2<\/b> and <b>h3<\/b> heading blocks.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-f17a01e\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-f17a01e\" class=\"gspb_heading gspb_heading-id-gsbp-f17a01e \">Add to your Website<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>To show Articles in your websites, use this code in your page. dont forget to add your API token which can be found in <a href=\"https:\/\/chat.devad.io\/account\/?tab=installation\">https:\/\/chat.devad.io\/account\/?tab=installation<\/a> <\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>&lt;div id=\"sb-articles\">\n     &lt;script src=\"https:\/\/chat.devad.io\/script\/js\/min\/jquery.min.js\">&lt;\/script>\n     &lt;script id=\"sbinit\" src=\"https:\/\/chat.devad.io\/script\/js\/main.js\">&lt;\/script>\n     &lt;?php\n     $ch = curl_init('https:\/\/chat.devad.io\/script\/include\/api.php?articles=true&amp;' . (empty($_GET&#91;'category']) ? (empty($_GET&#91;'article_id']) ? (empty($_GET&#91;'search']) ? '' : '&amp;search=' . urlencode($_GET&#91;'search'])) : '&amp;article_id=' . $_GET&#91;'article_id']) : '&amp;category=' . $_GET&#91;'category']) . (empty($_GET&#91;'lang']) ? '' : '&amp;lang=' . $_GET&#91;'lang']));\n     $parameters = &#91;\n         CURLOPT_RETURNTRANSFER => true,\n         CURLOPT_SSL_VERIFYPEER => false,\n         CURLOPT_USERAGENT => 'CHAT.devad.io',\n         CURLOPT_POST => true,\n         CURLOPT_CONNECTTIMEOUT => 5,\n         CURLOPT_POSTFIELDS => http_build_query(&#91;\n                                   'token'=> '&#91;YOUR-TOKEN]', \n                                   'function' => 'init-articles'\n                               ])\n     ];\n     curl_setopt_array($ch, $parameters);\n     $response = curl_exec($ch);\n     curl_close($ch);\n     echo $response;\n     ?>\n&lt;\/div>\n<\/code><\/pre>\n\n\n\n<p>Another option is to install this javascript into a new page.<br>please note that to use the JS method you need to include the installation script code like &lt;script id=&#8221;chat-init&#8221; src=&#8221;https:\/\/chat.devad.io\/account\/js\/init.js?id=YOUR_ACCOUNT_ID&#8221;>&lt;\/script> in your page where you want to display or use the chat. This script initializes the chat system on your site.<br><\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>&lt;script src=\"https:\/\/chat.devad.io\/script\/js\/min\/jquery.min.js\">&lt;\/script>\n&lt;script id=\"sbinit\" src=\"https:\/\/chat.devad.io\/script\/js\/main.js\">&lt;\/script>\n&lt;script>var SB_ARTICLES_PAGE = true;&lt;\/script>\n&lt;div id=\"sb-articles\" class=\"sb-loading\">&lt;\/div><\/code><\/pre>\n\n\n\n<p>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. <br><strong>To fix this: <\/strong>Ensure the URL parameter for category or article_id is set correctly on those pages to load the right content.<br>Configure your website routes or permalinks so that requests for articles don\u2019t lead to 404 errors.<br>Make sure parent categories and articles are assigned properly in the Support Board admin area.<br>Optionally, use the REST API or PHP API method to load articles dynamically with proper parameter handling.<br>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.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-70fad5f\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-70fad5f\" class=\"gspb_heading gspb_heading-id-gsbp-70fad5f \">Training using articles<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>This training process enables you to train the chatbot using the <a href=\"#articles\" class=\"scroll-to\">articles<\/a>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> To train the chatbot add you articles and than click the <b>Train chatbot<\/b> button. The articles are used as training sources automatically. <\/li>\n\n\n\n<li> For more details click <a href=\"#articles\" class=\"scroll-to\">here<\/a>. <\/li>\n\n\n\n<li><b>Articles<\/b> All article languages are used automatically.<\/li>\n\n\n\n<li>CHAT.devad.io articles are synchronized automatically with the Dialogflow knowledge base. <\/li>\n<\/ul>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-147b9e3\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-147b9e3\" class=\"gspb_heading gspb_heading-id-gsbp-147b9e3 \">Source links<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>When this option is active, the response will automatically include the links to the\n                                sources and training data used for generating the answer.\n                                To include articles as sources you have first to set the articles page in <b>Settings &gt;\n                                    Articles &gt; Articles page URL<\/b>.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-0565a74\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-0565a74\" class=\"gspb_heading gspb_heading-id-gsbp-0565a74 \">Performance<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>The system is extremely lightweight, built without frameworks or unnecessary code. It&#8217;s modular, minimal, and fully optimized for maximum performance. <\/p>\n\n\n\n<p><b>Disable articles<\/b>: 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.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-9483e7e\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-9483e7e\" class=\"gspb_heading gspb_heading-id-gsbp-9483e7e \">Tickets<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>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.<br>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.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-7e7ac9c\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-7e7ac9c\" class=\"gspb_heading gspb_heading-id-gsbp-7e7ac9c \">Installation<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>From <b>Settings &gt; Apps<\/b>, click <b>Tickets<\/b> and click <b>Active<\/b>.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-93433f5\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-93433f5\" class=\"gspb_heading gspb_heading-id-gsbp-93433f5 \">Display the tickets area<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"any-website\">WordPress<\/h4>\n\n\n\n<p>To display the tickets use the shortcode <\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>&#91;sb-tickets]<\/code><\/pre>\n\n\n\n<p>Insert it in any page, post, or post type item.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"any-website\">Any Website<\/h4>\n\n\n\n<p>To display the tickets area include the chat embed code into your page and add the attribute <b>&amp;mode=tickets<\/b> to the script URL, e.g. <\/p>\n\n\n\n<pre class=\"wp-block-code\"><code><b>&lt;script id=\"chat-init\" src=\"https:\/\/chat.devad.io\/account\/js\/init.js?id=65895623&amp;mode=tickets\"&gt;&lt;\/script&gt;<\/b><\/code><\/pre>\n\n\n\n<p>. You can show the tickets area also by inserting the code <b>&lt;script&gt;SB_TICKETS = true;&lt;\/script&gt;<\/b> into any page showing the chat.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-0ea2b90\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-0ea2b90\" class=\"gspb_heading gspb_heading-id-gsbp-0ea2b90 \">Information<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li> If the tickets area is not visible, make sure to uncheck the option <b>Tickets &gt; Manual initialization<\/b>. Additionally, you can explore other potential reasons for this issue <a href=\"#widget-hidden\" class=\"scroll-to\">here<\/a>. <\/li>\n\n\n\n<li> You can also use the tickets area to display an inline or full-width chat panel. <\/li>\n\n\n\n<li> Tickets are the same of chat conversations on the admin-side, the only difference from chat conversations is the front-end UI. <\/li>\n\n\n\n<li> 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. <\/li>\n\n\n\n<li> Dedicated APIs for the Tickets App are available in the API section. <\/li>\n\n\n\n<li> To remove the mandatory &#8216;New ticket&#8217; form for new users, activate the welcome message of <b>Settings &gt; Messages &amp; Forms &gt; Welcome message. The welcome message delay is ignored in the tickets area, the message is sent immediately.<\/b>. <\/li>\n\n\n\n<li> To manually disable the mandatory registration only on a single page use the JavaScript code <b>var SB_REGISTRATION_REQUIRED = true<\/b>. Set it to <b>true<\/b> to force the registration instead. <\/li>\n\n\n\n<li> The tickets area is compatible with Google reCaptcha v3. <\/li>\n<\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Knowledge Base &amp; Ticket Management Expand your customer support capabilities beyond real-time chat. This guide covers two essential modules:&nbsp;Articles&nbsp;and&nbsp;Tickets. 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