Product
Knowledge
A versioned knowledge base with review workflow, full-text search, and ticket deflection built into every article.
Knowledge article with version history and effectiveness rating
Product screenshot coming soon
Authoring and review
Articles are written and edited with the same rigor as any other production content.
Versioning with review workflow
Every article edit is versioned, and changes move through a review workflow before publishing.
Split-pane markdown editor
Authors write in markdown with a live split-pane preview rather than guessing how formatting will render.
Known-error integration
Articles link directly to known errors from problem management, keeping workaround guidance current.
Search and effectiveness
An article only helps if people can find it, and knowing whether it actually helped closes the loop.
Full-text search with facets
Search spans full article content with facets to narrow results rather than a plain title search.
Contextual suggestions
Relevant articles are suggested based on the context of the ticket being worked or submitted.
Effectiveness tracking and ratings
Articles collect ratings and effectiveness data so authors know what's actually helping.
Customer-facing knowledge
The same knowledge base that supports agents is available to customers, with deflection built in.
Customer-facing knowledge base
Customers browse and search the knowledge base directly through the portal.
Ticket deflection
Relevant articles surface during ticket submission, letting customers self-resolve before opening a ticket.
Related
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