The knowledge base
Writing and publishing help articles, who can see them, approvals, imports and how articles are suggested.
Help articles answer common questions so requesters can fix things themselves. Manage them under Knowledge base › Manage articles.
Articles
- Each article has a category, a title, a one-line excerpt and the content.
- Draft articles are visible to staff only; published ones to their audience.
Who can see an article
| Visibility | Seen by |
|---|---|
| Public | Anyone, including visitors of your website through the help widget |
| Customers | Signed-in requesters only (the default) |
| Customers, limited to groups | Only requesters in the requester groups you pick (for example Finance) |
Approval
On Knowledge base › Manage articles, an admin can switch on “Articles are published after an admin approves them”. Articles written or imported by agents then wait as drafts until an admin approves or rejects them with a note.
Importing
Bring existing articles in from a CSV (title, content and category columns) or from Markdown, text and HTML files, one article per file. Everything is shown for review before it is saved.
Choose files up to 5 MB each. A preview shows up to 200 articles per round. Content longer than 100,000 characters is marked in the preview; only its first 100,000 characters are imported.
During import, progress shows the batches being saved. If a batch fails, confirmed batches leave the preview and the remaining articles stay available to retry. Wait for the result before selecting files again. If your write access changes, further batches stop.
Where articles are suggested
- To requesters as they type a new request, so they may not need to send it
- In the help widget on your website (public articles only)
- To the AI assistant when it suggests next steps to staff
- From problems: a known error's workaround can be published as an article
Requesters can mark an article helpful or not; the count helps you see which articles work.
Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.