What is a Knowledge Base?
The Knowledge Base is the place to document information that should be accessible over time – internally, or externally when appropriate. It’s used to store solutions, explanations, procedures, and reference material in a searchable and organized way, instead of relying on tickets, emails, or informal notes.
Using the Knowledge Base helps you:
- Stay organized and maintain consistent processes.
- Respond to support tickets more efficiently.
- Ensure support steps are applied consistently across the team.
- Share relevant guides with your customers.
- Reduce repetitive support requests.
- Retain knowledge when team members change.
The Knowledge Base is commonly used for:
- Common troubleshooting steps.
- How-to guides for users.
- Document internal procedures.
- Setup and configuration instructions.
- Known issues and workarounds.
- Security and compliance processes.
- Internal procedures and standards.
- Customer-facing documentation for self-service.
Knowledge is stored as articles, each with a
- Title.
- Short description.
- Full content body.
Features
The Knowledge Base includes:
- Rich text formatting in article descriptions and content.
- Inline images and screenshots.
- Categories to organize articles.
- File attachments that users can preview or download.
- Search. Quickly find existing information and relevant articles.
Article visibility settings
You can control who can see each article by setting its visibility to one of the following:
- Internal only.
- Public – Available to all customers.
- Public – Available only to selected customers.
Use articles in tickets
When replying to tickets, you can reference Knowledge Base articles and insert a direct link to them in your reply.