Knowledge Base

The Knowledge Base is where your team writes and stores documentation — runbooks, procedures, configuration notes, and how-to guides — and optionally shares individual articles with a client through the portal.

Overview

The Knowledge Base lets you:

• Create rich-text documents with a built-in editor
• Organize documents into folders
• Link a document to a specific client
• Mark a document as client-visible so it appears in that client's portal
• Track every saved change as a numbered version
• Search documents by title or content

Navigate to Documentation

In the org app sidebar, go to Knowledge base → Documentation. The page header reads Knowledge Base. Viewing the Knowledge Base requires the documents.read permission.

The document browser

The Documentation page shows a search/filter bar, a Folders sidebar, and a grid of document cards.

Filters

Control	Description
Search documents…	Filters by text found in document titles and content
Visibility	All Visibility, Internal Only, or Client Visible

The global client filter (if one is selected for your session) also scopes the list to that client's documents.

Folders sidebar

The Folders sidebar lists your folders, each with a count of the documents it contains. Click All Documents to clear the folder filter, or click a folder name to show only its documents.

To manage folders:

1. Click the + (folder) button in the Folders header to open the New Folder dialog.
2. Enter a Folder Name and click Create Folder.
3. To rename or delete a folder, hover over it and use its ⋯ menu (Rename / Delete).

Deleting a folder does not delete its documents — they are moved back to the root (no folder).

Document cards

Each card shows the document title, a snippet of its content, its folder (if any), a visibility badge (Client Visible or Internal), the current version (for example, v3), and when it was last updated. Click a card to open the document. The list is paginated when there are more than 24 documents.

Creating a document

1. Click Create Document in the page header.
2. Enter a Title (required).
3. Write the body in the Content rich-text editor (required).
4. In the Organization panel, optionally choose a Folder and a Client.
5. In the Visibility panel, toggle Client Visible on to make the document available in the client portal (off keeps it internal).
6. Click Create Document.

You are taken to the new document's detail page.

The editor

The Content field is a rich-text editor — you format text directly rather than writing raw markup. Documents created in the editor are stored as HTML. Older documents that were saved as Markdown are still rendered correctly and are converted to rich text when you open them for editing.

Viewing a document

The document detail page shows the rendered content alongside a sidebar with:

• Statistics — the number of Versions and linked Assets
• Details — Folder, Client (links to the client record), Visibility, Current Version, Last Updated, and Created dates
• Version History — the most recent versions, newest first, each labeled with its version number (v1, v2, …) and a relative timestamp; only the five most recent are listed
• Tags — shown only when the document has tags assigned
• Quick Actions — Edit Document, Link to Asset, and Delete Document

Use the Edit button (header) or Edit Document (Quick Actions) to make changes. The Delete button (header) and Delete Document (Quick Actions) permanently remove the document and its version history; both are shown only to users with the documents.delete permission.

Editing a document

1. Open a document and click Edit.
2. Update the Title, Content, Folder, Client, or Client Visible toggle.
3. Click Save Changes.

Each time you save a change to the content, the previous content is stored as a version and the document's version number increments. Version history is read-only in the document detail view (the five most recent versions are listed).

Client linkage and portal visibility

A document has two independent settings that control client access:

Setting	Effect
Client	Associates the document with a specific client record (optional)
Client Visible	Marks the document as shareable with clients (a toggle, on or off)

For a document to appear in a client's portal, both conditions must be true: it must be linked to that client and have Client Visible turned on. The portal only lists documents matching the signed-in portal user's client where Client Visible is on; everything else stays internal to your team.

Linked assets

A document can be associated with one or more assets. The number of linked assets appears as the Assets count in the document's Statistics panel. A Link to Asset button is shown in Quick Actions, but it is not yet wired to an action in the current build.

Search

Use the Search documents… box on the Documentation page to filter the list — it matches text in both document titles and content.

Article suggestions

Beyond manual search, the Knowledge Base proactively surfaces relevant articles inside the ticket flow so answers are one click away.

In the ticket reply composer (technicians)

When you open a ticket, a Suggested articles panel appears above the reply box, listing knowledge-base documents whose title or content matches the ticket's subject. Each suggestion links to the full document, and internal (non-client-visible) articles are marked with an Internal badge. Click Insert link on a suggestion to drop a link to that article into your reply draft, so you can point the client straight at the documentation. Suggestions are best-effort and never block the composer.

In the client portal (request deflection)

When a portal user creates a new ticket, the Subject field searches the Knowledge Base as they type. Matching articles appear under Did this answer your question?, and the user can expand one to read it inline before submitting — often resolving the issue without a ticket. Portal suggestions only ever include client-visible documents scoped to that user's client or org-wide knowledge; internal documents and other clients' documents are never shown.

Best Practices

• Descriptive titles — make documents easy to find at a glance.
• Use folders — group related runbooks and procedures so the list stays navigable.
• Double-check visibility before sharing — a document reaches a client's portal only when it is both linked to that client and marked Client Visible.
• Rely on version history — every content save is captured automatically, so you can see how a document evolved.