Help center › Use every day
Knowledge base
Articles
Knowledge in the sidebar (g k). An article has a title, a one-line summary, a Markdown body, a category and tags. Two settings decide who sees it:
- Status: Draft (technicians only, while you write), Published, or Archived (kept, not shown).
- Visibility: Internal for technicians (runbooks, vendor numbers, how the Wi-Fi is laid out) or Public for everyone, including requesters on the portal.
Requesters see only published, public articles. Technicians see everything, with filters by status, visibility and category.
Writing and formatting
The editor has a formatting bar: headings, bold, italic, bulleted and numbered lists, checklists, links, quotes, code, tables and dividers. Select some text and click a button, or use the usual shortcuts (⌘ B bold, ⌘ I italic, ⌘ K link; Ctrl on Windows and Chromebooks). Click a button again to take the formatting off. Split shows the finished article beside the text as you type, and Preview shows it alone. Under the bar the article is plain Markdown, so it reads the same in the app, the portal and an export.
Pictures and attachments
Paste a screenshot, drag a picture into the text, or use the Image button: it uploads and appears where the cursor was. Large photos are scaled down before they upload. PNG, JPEG, GIF and WebP show inline.
Other files (a PDF of the setup steps, a spreadsheet, a driver zip) go in the Attachments list beside the editor, up to 25 MB each. Readers see them under the article and open them with one click.
An article's pictures and files are read by whoever may read the article: technicians always, requesters only once it is published and public. They belong to the article, so they stay when the person who added them leaves, and they are deleted with the article.
Articles on tickets
Link an article to the ticket it answers: from the Knowledge section beside the ticket, from the book button in the reply box (which also puts the link in your reply), or by accepting an article AI triage suggested. A draft made with Draft KB Article is linked to its ticket on its own. The requester sees the published, public articles linked to their request in the portal. On the article, Linked to N tickets opens those tickets, so you can tell which articles carry the load and which requests still need one. For answers you send again and again, keep a saved reply.
Search
Search covers titles, summaries, bodies and tags. Hyphenated words match either way, so “wifi” finds “Wi-Fi”. The same search powers the portal and the ⌘K search box.
Was this helpful?
Every article asks. One vote per person, changeable; a “no” can carry a comment. Views are counted too, so you can tell which articles carry the load.
Writing with AI
On a resolved ticket, Draft KB Article writes a draft from the ticket's history, with names, rooms and asset tags generalised away, and opens it for editing; nothing is published until you say so. When a new ticket is triaged, matching published articles are suggested to the technician.
Deflection on the portal
With Portal deflection on (Admin › Settings › AI), a requester typing a request sees the public articles that match before they submit. Many password and projector questions end there. A good first set: password reset, joining Wi-Fi, a Chromebook that will not charge, a projector with no signal, a printer offline.