📖 Knowledge base
Public and internal articles organised into categories, with search, ratings and comments — so customers answer themselves and new staff become useful faster.
What is it?
Two knowledge bases in one: a public one your customers search, and an internal one holding procedures your customers should never see but your agents need constantly.
Articles carry categories, publishing state, ratings and a search index, and can be surfaced inside the chat widget and suggested while a customer types a ticket subject.
Why does it exist?
Every article that answers a question is a ticket you never receive. It is the only part of a helpdesk where work done once keeps paying every month.
Internally, it is the difference between a new agent interrupting a senior colleague and a new agent searching.