In a Helpdesk solution we should provide as many ways to serve customers as possible and apart from receiving and replying to tickets from multiple sources, it's also good to be proactive into providing information.
We've come up with a first version where people can create articles and categories to organize information, and let customers navigate using the search bar. Also offer a branded experience in Help Center by setting your custom domain and customizing the theme and styling choices.
It allows users to centralize important information for your customers, and for their support team. It can act as a valuable resource for customers while helping the onboarding for new agents.
Consisted on coming up with both the agent (editing/CMS) & end-customer (reading articles) experience from scratch.