Knowledge Base

The Knowledge Base (KB) is your team's internal, shared library of articles — how-tos, troubleshooting steps, and reference material. Shared articles help deflect tickets (they are suggested to agents when filing a ticket) and power the built-in Ask the Knowledge Base assistant.

Articles and visibility

Each article has a title, a URL-safe slug, an optional category, and a rich-text body. An article is in one of three states, shown by a visibility pill:

• Private — visible only to its owner (the author) and workspace admins.
• Pending review — submitted to be shared, awaiting an approver's decision.
• Shared — published and visible to everyone in your workspace; eligible for ticket deflection and the KB assistant.

Only the owner or an admin can edit, share, or delete an article.

Writing an article

1. Open the Knowledge Base and click + New article.
2. Enter a title — the slug is suggested automatically (you can edit it).
3. Pick a category (optional).
4. Choose the sharing setting (see below).
5. Write the body with the rich-text editor.
6. Save.

Publishing goes through review

Sharing an article with the workspace is a reviewed action, so published content gets a second pair of eyes.

If you are an approver (an admin, or a user with the kb.approve permission): set sharing to Shared with workspace and save. The article publishes immediately.

If you are not an approver: the share option reads Submit for review. Choose an approver from the list and save. The article moves to Pending review and is sent to that approver; it publishes only once they approve it. While pending, the article is read-only for you.

Approvers act on pending articles from the Approvals area and the notifications bell:

• Approve — the article publishes (becomes Shared).
• Reject — the article returns to Draft (Private) for more work.

Knowledge Base and tickets (two-way)

The Knowledge Base and the ticket queue are linked in both directions.

From a ticket, the Knowledge Base panel lets you:

• see suggested articles relevant to the ticket (deflection suggestions),
• link any article to the ticket, and
• Create a KB article from this ticket — this drafts a new article seeded from the ticket's content, ready for you to edit and (eventually) share.

From an article, the Referenced by tickets section lists every ticket that links to it — so you can see which support cases an article is helping resolve.

Ask the Knowledge Base

Each Knowledge Base page includes an Ask the Knowledge Base assistant — an AI chat that answers questions only from the articles you can see (shared articles plus your own drafts). Every answer lists the articles it drew from; click one to open it. Chats are saved so you can revisit them from History.

Categories

KB categories are managed by admins in Settings → Knowledge Base. Authors pick a category from the dropdown in the article editor.

Tips

• Share the articles that answer common questions — they cut repeat tickets through deflection and the assistant.
• Use Create a KB article from this ticket right after you solve a tricky case, while the steps are fresh.
• Check Referenced by tickets before editing a popular article so you know how widely it is relied on.