Knowledge base

Articles, guided walkthroughs, and the two features that write most of your knowledge base for you.

Articles

Title, body, tags, and two settings that matter: the audience (IT, HR or both) and the visibility (public or internal). A public article appears in the help centre; an internal one is for agents only.

Every save creates a revision, and you can restore any of them.

Guided walkthroughs

A walkthrough takes somebody through a fix one step at a time, and any step can hand off to a pre-filled ticket. That way a failed self-service attempt still produces a good ticket — with the steps already tried — instead of a bad one.

Let the desk write it

• Mine to KB — on any resolved ticket, one click drafts an article from the conversation.
• Nightly mining — proposes drafts from tickets you have already solved.
• Chat gaps — every question the assistant could not answer becomes a to-write list, which is the most honest backlog you will ever have.

Making it public to search engines

Your help centre is not indexed by default, because the content is yours and some of it is internal. Admin → Company settings has a switch that opts your public articles into our sitemap once you have checked what is in there.