Knowledge Base

The knowledge base is your help-center content. It pays off twice: customers self-serve before opening a ticket, and your AI agents ground their answers in it and cite it. This article is for whoever writes and manages articles. Open Helpdesk → Knowledge Base.

Articles

An article is a Markdown document with a title, a category, and an audience:

• Public — visible to customers in the help center and available to AI agents
• Internal — staff and AI agents only; use it for playbooks, refund rules, escalation steps, and other content customers shouldn't see

Writing and Publishing

1. Click New article. Write the body in Markdown (headings, lists, bold, links, code).
2. Choose the audience (Public or Internal) and a category.
3. Save it as a draft while you work.
4. When it's ready, click Publish.

Publishing does two things: it makes the article live (public articles appear in the customer portal's help center), and it syncs the article into your AI knowledge store. From that point, your chat, voice, SMS, and email agents can find it and cite it when answering.

Editing a published article re-syncs it automatically, so agents never quote a stale version. Unpublishing or archiving removes it from the portal and the AI store; the draft is preserved.

Categories

Group articles into categories (e.g. "Getting Started", "Billing", "Troubleshooting") so the help center is easy to browse. Create them with New category. Deleting a category leaves its articles in place, just uncategorized.

How AI Agents Use Articles

Once published, articles become a grounded source for every AI agent through the platform's retrieval tools. When an agent answers a customer, it can pull from your articles and cite them — so the AI's answers reflect your policies and product, not guesses. This is the single highest-leverage thing you can do to make AI replies accurate: keep the knowledge base current.

Deflection

When a customer starts typing a ticket subject in the portal, matching public articles surface as suggestions ("These articles might answer your question"). Many issues get resolved before a ticket is ever created. Each article also has a "Did this answer your question?" prompt.

Measuring and Improving

Each published article tracks views, helpful / not-helpful votes, and how often AI agents cite it. Use these to find:

• Articles that get lots of "not helpful" votes → rewrite them
• High-traffic topics with no article → write one
• Recurring ticket subjects that a good article could have deflected → close the gap

A small, well-maintained set of articles beats a large, stale one — both for customers and for AI accuracy.