IT knowledge base.
Keep the fixes that work.
Give your team a shared place for answers it can use again. Turn resolved tickets into reviewed knowledge articles, find published fixes from a ticket, and keep company instructions close to the support conversation.
Explore the knowledge base Open Help center in the demo. Sample articles. No account required.Make the next request easier to handle.
The knowledge base connects the fix you have already delivered with the next person who needs it. Your team controls what becomes a reusable article and when it is ready to share.
1. Save a useful resolution
Resolve or close the ticket and save its fix summary. An assigned technician or authorized ticket manager can then choose Save this resolution to the KB. The new article starts unpublished and staff-only.
2. Review and publish
An Admin, Manager, or Supervisor checks the title, category, and instructions. They choose the audience and publish the article when it is ready. Remove details that only belong to the original request.
3. Find it when needed
Open the knowledge base inside a ticket to see suggested published fixes or search for a specific issue. Read the article and add relevant steps to the resolution draft, then review and save the ticket.
Suggestions match the ticket’s title and category against your company’s published articles. Search and article reuse work without an AI provider. The technician decides whether the guidance fits the current problem.
Build around the issues your team sees every week.
A useful IT knowledge base starts with a few clear, relevant answers. Troublesheet includes eight editable starter guides covering VPN, printing, applications, displays, access, security, shared services, and purchasing. Adapt and review them before publication.
Everyday troubleshooting
- Check a VPN connection.
- Investigate an offline printer.
- Reconnect an external display.
Company procedures
- Request access to a shared folder.
- Explain an equipment request.
- Report a suspicious message.
Team troubleshooting notes
- Record an application’s known issue.
- Document how to verify a fix.
- Explain when to contact the service owner.
Write a title someone would search for, describe the symptoms, and list the steps in order. Include how to check that the issue is resolved and where to go if it persists. A concise article with a clear scope is easier to reuse.
Keep publication and access under your team’s control.
Articles belong to one organization. The editor sets both who may read an article and whether it is published.
- Everyone in this company: published articles are available to signed-in members of your organization, including requesters.
- Tech team only: published articles are available to authorized staff with permission to work tickets.
- Unpublished articles: Admins, Managers, and Supervisors review and edit these before publication.
Creating an article from a ticket preserves the original ticket’s access controls. Publishing the article does not share the original conversation. Learn more about organization roles and permissions.
Publish your first useful company articles.
- Open Help center. An Admin, Manager, or Supervisor can create a KB article or choose an editable starter guide.
- Make it specific. Add your approved steps, a clear category, and a way to verify the outcome. Keep credentials and personal information out of shared instructions.
- Choose the audience and publish. Keep team guidance staff-only; share suitable instructions with everyone in the company.
- Try it from a ticket. Search for the article, check the steps against the issue, and document the result. Update the article when your process changes.
Introducing a shared support queue at the same time? Use our IT help desk rollout guide to plan a manageable pilot.
Know how the knowledge base fits your workflow.
Can requesters read knowledge articles?
Yes. Signed-in requesters can read published articles shared with everyone in their company. Staff-only guidance and unpublished articles follow their more restricted access rules.
Does every resolved ticket become an article?
Your team chooses which resolutions to capture. Saving a reusable fix creates an unpublished article for review. An Admin, Manager, or Supervisor decides whether to publish it and selects the audience.
Is AI required to find or reuse a fix?
No. Article search, ticket suggestions, and adding steps to a resolution work without AI. The separate AI Assist pilot provides conversation summaries and reply suggestions after provider setup and organization opt-in.
Can I try the knowledge base before signing up?
Yes. Open the demo and choose Help center to browse sample articles. You can also explore published fixes from a sample ticket. Demo changes stay in your browser. The pilot is open; paid subscriptions are not open yet.
Give your team a better starting point.
Explore the complete help desk workflow, see how ticket reporting supports a team review, or read our help desk metrics guide. Then try the knowledge base with sample tickets.
Try the interactive demo