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How to integrate Knowledge Base with Help Desk MX extension

Integration should be set on Help Desk MX side, with the following steps:

  1. Make sure that Mirasvit Help Desk and Knowledge Base are both enabled.
  2. Proceed to Customers -> Help Desk MX -> Settings -> Feedback Tab and set the Search Knowledge Base Topics first option to Yes.
  3. Clean all Magento cache and re-generate static content.

After that, the Help Desk contact forms and popup will be replaced with a simple search form. Users will be prompted to enter their query, and if relevant Knowledge Base articles are found, they will be suggested automatically. The ticket submission form will only appear if no suitable article is found or if the user indicates that the suggested topics do not address their issue. This approach minimizes unnecessary tickets, accelerates problem resolution, and significantly enhances customer satisfaction.