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Getting Started

  • Quickstart Guide
  • Workspace Setup
  • Inviting your Team
  • Export and Import

Ticketing & ITIL

  • Incidents vs Service Requests
  • Categories, Custom Fields & Ticket Numbering
  • SLA Rules & Priorities
  • Ticket Stages, On Hold & SLA Pause
  • Assignment Rules & Groups
  • Ticket List View & Canned Replies
  • Closure Rules, Approvals & CSAT Surveys
  • Merging Duplicates & Linking Major Incidents
  • Attachments & Screenshots
  • Agent Ticket Visibility

Service Catalog & Knowledge Base

  • Service Catalog
  • Knowledge Base
  • Writing Articles from Tickets

QueAssist (AI Copilot)

  • AI Triage & Categorization
  • Agentic Auto-Resolution
  • QueAssist Settings & Usage Quota
  • AI Agent Access — Connect Claude, Cursor & ChatGPT
  • No-Code Playbooks
  • Identity Scoping & Safety
  • How QueAssist Answers Each Department

Channels & Email

  • Email Forwarding Setup
  • Portal Mode — Forms vs AI Chat
  • Department Mailboxes
  • Departments on the Employee Portal

People & Identity

  • External Users
  • Single Sign-On & SCIM Directory Sync

Integrations

  • Connecting Integrations & Custom MCP Servers

Billing & Plans

  • Billing & Plans
DocsService Catalog & Knowledge BaseKnowledge Base

Knowledge Base

Publish how-to articles employees can search and read on their own — reducing repetitive tickets and giving QueAssist real answers to ground its replies on.

1. Writing an Article (Settings → Knowledge Base → New article)

Available to Owners, Admins and Agents — agents have a Knowledge Base item in their own sidebar.

The fastest way to write an article is not to start here at all — see Writing Articles from Tickets to turn a ticket you have just solved into a pre-filled draft.

The editor is a full-page rich-text (WYSIWYG) editor, not a plain markdown box:

  • •Title and Category
  • •Formatting toolbar: headings (H1–H3), bold/italic/underline/strikethrough, code, bullet/numbered lists, quotes, links
  • •Image upload — PNG, JPEG, WebP or GIF, up to 5 MB
  • •Embeds — paste a YouTube, Vimeo, or Loom link and it renders inline
  • •Preview toggle to see exactly what employees will see
  • •Autosave indicator and manual Save (works with Cmd/Ctrl+S)

2. Publishing

  • •Articles are Draft until you flip them to Published — drafts are never visible to employees.
  • •Publish/unpublish and delete from the article list without opening the editor.

3. Where Employees See It

  • •/portal → Knowledge Base — employees can search all published articles and read them inline before deciding whether to raise a ticket.
  • •Article view counts are tracked so you can see which articles are actually being read.

4. Powering QueAssist

Published KB articles are also used by QueAssist's agentic auto-resolution to answer employees directly in chat, and by Draft with AI to ground agent reply drafts in your actual documented fixes rather than guessing. The more accurate and current your KB is, the more employee tickets get resolved without ever reaching an agent.

"Owned by" — which team an article answers for

Each article has an Owned by field. Leave it as Workspace-wide for anything that applies to everyone; set it to a team (HR, Finance, Facilities) for that team's policies and SOPs.

This matters because QueAssist answers a department only from that department's own articles plus your workspace-wide ones — never another team's. It is why an HR question about a password-protected payslip can't be answered out of IT's password-reset runbook. For non-IT teams, QueAssist answers from these articles or stays quiet: no article, no answer. See How QueAssist Answers Each Department.

Owned by is not a privacy setting. Employees searching the Knowledge Base in the portal still see every published article regardless of who owns it. Don't put anything confidential in an article.

Next, read Writing Articles from Tickets to build your knowledge base out of the tickets your agents already resolve.