Answers written once, used by agents and customers alike.
Knowledge Base keeps articles in categories your support team actually maintains, and serves them inside the agent workspace so the same answer is not rewritten five times a day.
A knowledge base dies when writing an article costs more than answering the ticket. The dock in the agent workspace is the antidote: the article sits next to the conversation, so it gets corrected the moment it proves wrong.
Articles carry a status and an owner, which is what makes a review cycle possible instead of a graveyard of outdated pages.
- 1Answer per question, reused across channels
- DockArticles beside the conversation, not in another tab
- OwnerEvery article has one, so staleness has a name
- SearchFull-text across title, body, and category
Draft, review, publish – and know when it was last true.
Articles live in categories with an owner and a status. Draft articles stay invisible to agents until published, and each article carries its last update so a stale answer is visible as stale rather than discovered during an audit.
- Categories with owners and ordering
- Draft, published, and archived states
- Last-updated visibility per article
- Search across title, body, and category
The answer sits next to the ticket that needs it.
Inside a ticket, the dock suggests articles by title and tag, and inserting one into the reply takes a click. Corrections happen from the same screen, so the version an agent used is the version that gets fixed.
- Suggested articles while replying
- Insert article content into the reply
- Edit or flag an article from the dock
- Link a ticket to the article that resolved it
Tickets tell you which articles are wrong.
Resolution outcomes, reopening rate, and QA scoring feed back into which articles need work. That closes the loop between support quality and content, instead of treating documentation as a separate project.
- Reopen rate per article category
- QA scoring tied to ticket resolution
- Articles flagged from tickets for review
- Monthly review list by owner
What Knowledge Base covers
Categories
Ordered categories with a named owner.
Article states
Draft, published, archived with last-updated.
Search
Full-text across title, body, category.
Agent dock
Suggestions and insertion inside a ticket.
Linking
Tickets reference the article that resolved them.
Review loop
Reopen and QA signals point at stale content.
Questions about maintaining it
Who can publish?
Publishing follows permissions per team; drafters can write without publishing rights.
Can customers read it directly?
The base is written for agent use first; exposing a public portal is a separate decision.
How do we stop articles going stale?
Every article has an owner and a last-updated field, and the review list is generated from support signals.
Does it work with Helpdesk automations?
Yes. Automation rules can attach and suggest articles while a ticket is processed.
See this app running on your own data.
We install the suite on your server or in our cloud, then walk your team through the exact flow you described.