Knowledge Base
Store internal articles for agents and publish selected articles in the customer portal.
Creating articles
Open Knowledge Base from the view menu and click New Article. The editor supports full Markdown: headings, lists, code blocks, links, and images. Every save creates a version in the article's history.
Categories
Organize articles into categories. Drag to reorder, nest up to two levels deep. Agents see the category tree when browsing or linking articles in ticket replies.
Version history
Each edit is tracked. Open an article's History tab to compare revisions side-by-side. Need to undo a change? Hit Revert on any previous version and it becomes the current one.
Approval workflow
Articles can go through review before publishing:
- Author clicks Submit for Review
- A reviewer sees the pending article in the Review Queue
- Reviewer can Approve (article goes live) or Reject (with a note explaining why)
Admins can make approval mandatory or optional in Settings → Knowledge Base.
Public visibility
Toggle Publicly Visible on an article to surface it in the customer portal. Customers see only approved, public articles, drafts and internal-only content stay hidden.
Putting them to work
Link a KB article in a ticket reply instead of retyping the same explanation. The sidebar search covers article titles and body text. Fesky uses the same library and can suggest relevant articles while an agent drafts a reply.