Knowledge base
The Knowledge Base is a library of articles your team maintains. Employees see matching articles while they describe a problem in the portal, and the AI uses the same articles when it triages and answers tickets.
Creating an article
- Go to Knowledge Base in the sidebar.
- Click + New Article.
- Add a title, category, content, and tags.
- Save. The article is immediately available to the AI and searchable by agents.
Categories
Organise articles by category (for example Password Reset, VPN, Hardware) to help agents and the AI find the right content.
How the AI uses it
DeskAI ranks your articles against what was written, weighting the title, tags and category above the body. The best matches go to triage for the suggested fix, to the AI assistant on a ticket, and to the autonomous agent when it is on. With Knowledge-base suggestions enabled, agents also see up to three matching articles in the ticket sidebar.
Portal suggestions and search misses
As an employee describes a problem in the portal, matching articles appear before they create a ticket. Opening one counts as a view, and This solved my issue counts toward the article’s solved issues. Searches that match no article are listed under Admin Portal → KB Search Misses, so you can see which articles to write next.
Plan availability
The Knowledge Base is available on Team plans and above.