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Answer it once, help everyone after.

Write solutions and troubleshooting guides once, publish them for customers or keep them internal, and let AI point out the topics where articles are missing or out of date.

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  • Public and internal articles
  • Editorial review
  • AI knowledge gaps
Features

What you can do with Knowledge Base.

Public and internal articles with review workflow and AI gap detection.

01

Articles for every audience

Publish articles publicly for self-service, or keep them internal for agents.

02

Editorial workflow

Drafts, in review, published and archived, with approval before going live.

03

Helpfulness ratings

See views and how helpful readers found each article.

04

Ticket deflection

Published articles answer questions in the portal and are used by the bot before a ticket is raised.

05

Knowledge gap clusters

AI groups resolved tickets with no matching article and suggests drafts to write.

06

Stale content alerts

Articles that need review are flagged so content stays accurate.

Why it matters

Turn solved tickets into self-service.

Every resolved ticket teaches the team something. The knowledge base makes sure that answer is reused instead of rediscovered.

  • Public and internal audiences
  • Review queue before publishing
  • Gap clusters from resolved tickets
  • Helpfulness rate for each article
How it works

Knowledge Base, step by step.

  1. 1

    Spot the gap

    AI shows recurring issues without articles.

  2. 2

    Draft

    Write the article, or start from a suggested draft.

  3. 3

    Review and publish

    Approve it for public or internal use.

  4. 4

    Measure

    Track views and helpfulness.

FAQ

Knowledge Base questions, answered.

Can some articles be internal only?

Yes. Each article can be public for self-service or internal for agents.

How do we know what to write?

Operational insights group resolved tickets that have no matching article, and suggest drafts.

Is there an approval step?

Yes. Articles move from draft to review before they are published.

More in Response

Explore other Response modules.

Every module works on the same tickets, people and assets, so your whole service desk runs from one place.

Service Desk & TicketsOne queue for incidents, requests and internal tasks, with priorities and SLAs. Self-Service Portal & CatalogA help portal where people search answers, raise tickets and request services. SLAs, Priorities & EscalationResponse and resolution targets, business hours and tiered escalation. Major Incidents & Status PageWar-room coordination for critical outages, with a public status page. Problem ManagementFind and fix the root cause behind recurring incidents. Change & Release ManagementChange requests with CAB approval, risk, execution windows and releases. On-Call & WorkforceOn-call rotations, paging, shift rosters and staffing forecasts. Email, Chat & CallsTurn emails, website chat and phone calls into tickets automatically. Assets & LicensesTrack laptops, servers, software and subscriptions with expiry alerts. Automation, AI & IntegrationsWhen/if/then rules, an AI agent, MCP access and integrations with Slack, Teams and Jira. Reports, Insights & QualityCommand centre, custom reports, AI insights and QA scorecards. Security & AdministrationRoles, teams, SSO and SCIM, GDPR requests, sandbox and module control.

See Knowledge Base in action.

Book a free Response demo and we will walk you through knowledge base using scenarios from your business.

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