SupportCandy Knowledgebase Addon
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About SupportCandy Knowledgebase Addon
Your knowledge base exists, but customers still open tickets
You wrote the documentation, published it with a knowledgebase plugin, and tickets still arrive with questions that are already answered.
SupportCandy Knowledgebase Addon connects your knowledgebase plugin to the SupportCandy ticket panel so agents can use those articles without leaving the reply.
How agents use the documentation while replying
A link to the knowledge base appears below the reply form. The agent opens it, searches for the topic, and chooses what to insert:
- The link to the article, useful when you want the customer to read the full guide.
- The content of the article, useful when the answer fits inside the ticket itself.
Knowledgebase plugins it integrates with
The add-on works with a specific list of documentation plugins, so yours should be on it:
- BetterDocs
- Knowledgebase by UnboundStudio
- WP Knowledgebase
- Knowledgebase by HeroThemes
- BasePress Knowledgebase
- BWL Knowledge Base Manager
- Knowledgebase by Echo Plugins
- KBx Knowledgebase
- weDocs
If your documentation lives in another plugin, or in regular WordPress pages, there is no guarantee that SupportCandy Knowledgebase Addon will read it.
It needs SupportCandy and a separate knowledgebase plugin
This add-on does not work on its own and does not create articles. Here is what it already solves and what you have to cover yourself:
- Already solved: searching articles from the ticket reply screen and inserting a link or the content.
- You provide: the SupportCandy base plugin, installed and working.
- You provide: one of the compatible knowledgebase plugins, with the articles already written.
- You provide: the work of writing and maintaining that documentation.
- By hand: deciding which articles are worth publishing by looking at the tickets that repeat most.
What to expect from ticket reduction
Be realistic: what you achieve in ticket reduction will depend mostly on how clear your documentation is and how visible it is to the customer. A good habit is to review the most repeated topics every month and turn them into articles that agents can then insert.
Frequently asked questions
Does it work without SupportCandy?
No. It is a SupportCandy add-on and needs that ticketing plugin to make sense.
Can I use it with any documentation plugin?
Only with those on the integrations list. Check that yours appears before deciding.
Does the customer see the article search?
It does not replace the public page of your documentation.
Can I insert just a link instead of the text?
Yes, the agent chooses between inserting the topic link or its content.
Topics
Version history
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v
3.1.1 Current 6 Jun 2026
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v
3.1.0 25 Mar 2026
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Frequently asked questions
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GPL (General Public License) is the license under which WordPress and most premium plugins/themes are distributed. It grants you the right to use, modify and redistribute the software in as many projects as you want, with no domain restrictions.
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Yes. With membership you get automatic updates via our GPLClub Updater plugin (installed on your WP, detects new versions and applies them). With individual purchase, you get one year of manual updates from your account.
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Depends on the plan. Monthly: 3 domains. Semi-annual: 7. Annual and Lifetime: 15. Individual purchase: 1 domain.
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GPLClub offers its own support for installation, configuration and compatibility. For direct support from the original author (feature requests, product-specific bugs), a license purchased from the author is required.
