Knowledge base: fixes live in the system, not in people's heads
A problem solved once should never be solved from scratch again. The knowledge base keeps fixes and guides so your team resolves faster and your requesters solve issues themselves before opening a ticket.
Article lifecycle
From the ticket
The agent turns a fix into a draft.
Review
The knowledge owner checks it.
Publish
Internal, public or for one customer.
Measure
Views, ratings and deflected tickets.
Periodic review
Update or archive, versions kept.
What makes it work
| Capability | Why it matters |
|---|---|
| Audience control | Technical procedures stay internal |
| "Was this helpful?" | Weak articles surface quickly |
| Searches with no result | Tells you which article to write next |
| Link article to ticket | Records which article solved the case |
| Review dates and owners | Outdated articles do not linger |
| Semantic search with AI | Finds answers by meaning |
Which issues repeat most for you?We seed your knowledge base with them during rollout.
Knowledge base questions
Who writes articles?
Agents from their fixes, reviewed by a knowledge owner.
Can internal and public articles be separated?
Yes, each article sets its audience.
How do we know articles help?
Ratings, views, tickets closed after reading, and searches with no result.
Keep your team's know-how in the system
A knowledge base built from daily work that cuts repeat tickets.
- Articles for top issues
- Review workflow
- Impact per article