Knowledge base and employee Help

Help lets everyone in the organization read published employee articles. Knowledge base is the agent workspace for writing, reviewing and organizing articles, including drafts and IT-only material. These are separate from this Product guide, which explains the software.

Find an answer as an employee

  1. Open Help and enter the problem in Search for help, such as the error message or affected system. Search checks titles, text and tags.
  2. Read Quick answer if present. It is an extract from the best matching article, not a new AI diagnosis. Select Read the whole article for the full instructions.
  3. With the search empty, use Browse by category. Select the category again to remove that category filter. Use Previous and Next for more results; Help shows ten articles per page.
  4. Open an article and follow the steps that apply to your situation. Under Was this helpful?, select Yes or No. Your existing selection is shown when you revisit.
  5. If you still need assistance, select This didn't help, start a ticket. The new-ticket form includes your search and the article title. Review that text and add the actual symptoms before submitting. Start a ticket is also available from search results.

Only articles both Published and Everyone in the organization appear here. Missing internal instructions may be intentionally IT-only; ask IT rather than requesting another person's access.

Find an article as an agent

Open Knowledge base. Use Search titles, text and tags, a category, Who can see it, and Status together. Sort by Best match first when searching, Recently updated, Most viewed, Most helpful, or Title, A to Z. The list includes published articles and saved drafts unless filtered; twenty matches are shown per page, with Previous and Next. Cards show tags, views, helpfulness and update information.

Write and publish an article

  1. Select New article.
  2. Enter Title (up to 200 characters), select Category or No category, and enter comma-separated Tags.
  3. Write Text in Markdown. Use a short introduction and numbered steps; the editor supports headings, bold, lists and links. Review the adjacent Preview, or switch between Write and Preview on a smaller screen.
  4. Under Who can see it, choose Everyone in the organization for employee instructions or IT only for staff procedures. IT-only articles can inform assistants under their privacy rules but are not employee Help articles.
  5. Select Save draft to keep working without publishing. Select Publish only when the procedure is ready; publication requires nonempty text.
  6. Read the save confirmation and status. For employee material, open Help, search for the title and check the published result.

A category must already exist when chosen in the editor. If it was removed while you were writing, select a current category before saving. Navigating back with unsaved changes asks whether to leave without saving.

Add pictures

Place the cursor in the article text and select Add a picture. Choose PNG, JPEG, GIF or WebP, at most 10 MB. The application uploads it and inserts Markdown at the cursor. Review the picture in Preview and save the article. Cropping sensitive details before upload is your responsibility.

Edit, unpublish or delete

Open the article from Knowledge base, update its text or settings and select Save for a published article, or Save draft for a draft. Saving changes to an already published article makes those changes live.

Select Unpublish to save it as a draft and remove it from employee Help. Select Delete to remove the article and all versions, then read and confirm the irreversible deletion. Deleting a category does not delete its articles; deleting an article does.

Restore an earlier version

  1. Open the article and read Version history: number, author, time and change description.
  2. Select Restore this version beside the intended older version.
  3. Confirm replacement of unsaved edits if asked, then confirm the restore.
  4. Review the result and status. Restoring saves earlier content, tags, visibility and category as a new version; it preserves the article's current published/draft state. Earlier history remains.

Check publication and visibility after any restore before sharing the article with employees.

Manage categories

In the category panel, enter New category and select Add. Use Rename [category], edit the name, then Save or Cancel. Use Delete [category] and read its confirmation: the articles stay and become uncategorized. On a narrow screen, select Manage to reveal the category management controls.

Import existing articles

  1. From Knowledge base select Import, then Choose files. Markdown/text files become one article each, with the first heading supplying the title. CSV files require title and body headers; optional headers are category, visibility and tags. Each file must be no larger than 5 MB.
  2. Choose Category for the Markdown files and Who can see the Markdown files. CSV rows use their own category and visibility; a new category name is added to the list.
  3. Select Preview and review every proposed title, source, visibility, notes and Can't be added reason. Nothing has been imported yet.
  4. Select Drafts, to check first or Published, then Add [number] articles. Only ready items are added.
  5. Read the outcome and skipped counts, select Done, and inspect the imported articles in the normal list. This is separate from the Tickets/Assets CSV importer.

Review the knowledge writer's proposals

When proposals exist, Drafts for review appears above Knowledge base. Review the source ticket links and based on statement. A New article shows suggested visibility and category; Edit opens its title, Markdown text, category and visibility, then Save the draft preserves corrections. Approve and publish publishes the reviewed article. Reject removes that proposal from the review queue.

A Proposed edit displays additions and removals against an existing article. Review the difference, then Approve the edit or Reject. This card does not offer the new-article Edit form. Approval replaces the article body with the proposed body. Inspect the current article before approving an older proposal so you do not overwrite useful intervening edits. If the target article has been deleted, approval is refused and you must reject the draft. Rejected source tickets are not automatically drafted again.

A finished ticket can also supply a draft through its knowledge-base control. Resolution Details must be filled in first. Inspect the resulting IT-only draft and remove any identifying details before publishing. See Assistant functions and permissions for writer configuration.

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