QueueDeskDocs
Main website Go to dashboard
Documentation

Getting Started

  • Quickstart Guide
  • Workspace Setup
  • Inviting your Team

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

Service Catalog & Knowledge Base

  • Service Catalog
  • Knowledge Base

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

Channels & Email

  • Email Forwarding Setup
  • Portal Mode — Forms vs AI Chat

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)

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.

Next, read QueAssist Settings & Usage Quota to see how these AI features are configured and metered.