Knowledge Base

Overview

The Knowledge Base is a structured 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.

Articles and structure

Knowledge is stored as articles, each with a title, short description, and full content body.

Articles support practical formatting for technical content, including:

• Sections
• Lists and structured text
• Inline images and screenshots

Articles are organized into categories, making it possible to maintain a clear structure as the knowledge base grows.

Files and supporting material

Articles can include attached files that users can preview or download.

This is typically used for documents such as:

• PDFs and reference files
• Configuration or setup details
• Internal checklists and procedures

Files stay attached to the relevant article, rather than being stored separately.

Search

The Knowledge Base is searchable, allowing users to quickly find existing information by keyword.

This makes it suitable both for frequent day-to-day use and for locating less commonly used documentation when needed.

Internal and external visibility

Each article has its own visibility settings.

Articles can be:

• Internal only
• Public – Available to all customers.
• Public – Available only to selected customers

This allows the same knowledge base to be used for internal documentation and customer-facing self-service, without mixing the two.

Referencing articles from tickets

When responding to tickets, articles can be linked directly in replies.

This makes it easy to reference existing documentation without duplicating content, and encourages turning repeated explanations into maintained knowledge.

Use cases

The Knowledge Base is commonly used for:

• Documenting known solutions and recurring issues
• Internal procedures and standards
• Onboarding and reference material
• Customer-facing documentation for self-service

It supports both support-related and internal documentation needs, using the same structure and tools.