Question 1

Where do I find the knowledge base?

Accepted Answer

Click "Knowledge base" in the side navigation. The page has two sections in its left panel: "Public FAQ", which holds the question-and-answer pairs used to answer your customers, and "Internal KB", which holds your internal articles organized into categories.

Question 2

How do I create a knowledge base article?

Accepted Answer

1) Open "Knowledge base" in the side navigation and switch to the "Internal KB" section. 2) Click the "Create" button in the header. 3) Enter a headline and write the article content in the editor. 4) In the panel on the right, choose a category, the groups that should have access, and optional tags. 5) Click "Save Changes".

Question 3

What information can I set on a knowledge base article?

Accepted Answer

An article has a headline (up to 80 characters), rich text content with optional file attachments, a category (required, and pre-filled with the "Default" category when one exists), one or more groups that control who can access it, an editing right of READ or EDIT per group, and optional tags that you can select or create on the spot.

Question 4

Are my knowledge base edits saved automatically?

Accepted Answer

Yes. While you write, Deskhero auto-saves a draft of your work roughly every 10 seconds. If you leave and come back you will see a "Draft Content Available" message; when creating a new article you can choose "Load Draft & Continue" or "Start fresh", and when editing an existing article you can choose "Load draft" or "Keep original".

Question 5

How do I edit an existing knowledge base article?

Accepted Answer

1) Open "Knowledge base" and go to the "Internal KB" section. 2) Click the article to open it. 3) Click the edit (pencil) button in the top-right toolbar. 4) Change the headline, content, groups, category or tags. 5) Click "Save Changes". A confirmation appears: "Article updated successfully".

Question 6

How do I delete a knowledge base article?

Accepted Answer

Open the article and click the delete button in the top-right toolbar, then confirm with "Confirm Delete". Take the warning seriously: "This action is irreversible, are you sure you want to delete this article?" A deleted article cannot be recovered.

Question 7

Who can see or edit a knowledge base article?

Accepted Answer

Access is controlled per article through groups. When creating or editing an article you pick one or more groups (a new article starts with the "Everyone" group) and give each group an editing right of READ or EDIT. READ lets members view the article, while EDIT lets them change it. At least one group is required.

Question 8

How do I add tags to a knowledge base article?

Accepted Answer

While creating or editing an article, use the "Tags" box in the right-hand panel. You can pick existing tags or type a new one to create it on the spot. The field says "Select or create tag". Tags are displayed on the article's card in the overview and on the article page.

Question 9

How do I search the knowledge base?

Accepted Answer

On the Knowledge base page, click the search icon in the header and type your term. The article overview filters to matching articles. You can also use the global search in the top bar, which includes a "Knowledge base" section in its results alongside tickets, lists, users and groups.

Question 10

What does the "Upload" button in the knowledge base do?

Accepted Answer

"Upload" opens the "Upload knowledge" page, described as: "Add files like PDFs, Word, Powerpoint and more to power AI-generated support replies." Each uploaded file becomes a knowledge base article in the category you choose, and the text extracted from the files is used by Deskhero's AI when it suggests replies to tickets.

Question 11

How do I create knowledge base articles from files?

Accepted Answer

1) Open "Knowledge base" and go to the "Internal KB" section. 2) Click "Upload" in the header. 3) Add your files (for example PDF, Word or PowerPoint documents). 4) In the right-hand panel choose the category and the groups that should have access, with an editing right per group. 5) Click "Upload". You get the confirmation "Articles created successfully" and one article per uploaded file appears in the overview.

Question 12

Can Deskhero create knowledge base articles from my website?

Accepted Answer

The knowledge base "Upload knowledge" page works with uploaded files only. It does not crawl a website. Deskhero can use scraped web page content elsewhere: scraped pages show up as related content in "More Like This" and can be used by the AI, but that comes from Deskhero's website scraping feature, which is configured outside the knowledge base pages.

Question 13

What is "More Like This" on a knowledge base article?

Accepted Answer

When you open an article, the right-hand panel shows a "More Like This" list of related content: similar tickets, other knowledge base articles, and scraped web pages. Click an item to open the ticket or article in a new browser tab, or to visit the external page. If nothing similar exists you see "No related data found".

Question 14

How do I share a link to a knowledge base article?

Accepted Answer

Open the article and click the link button in the top-right toolbar ("Copy URL to clipboard"). The article's direct URL is copied so you can paste it into a ticket reply, chat or document. Anyone opening it still needs to sign in to your Deskhero workspace and belong to a group with rights on the article.

Question 15

Can I attach files to a knowledge base article?

Accepted Answer

Yes. The article editor supports file attachments alongside the rich text content. PDF attachments are shown in a built-in PDF viewer when the article is opened for reading.

Question 16

What do I see on the knowledge base overview page?

Accepted Answer

Articles are shown as cards with the title, a text preview, the last-updated time, the category, tags and the author's avatar. The left panel lists the Public FAQ and Internal KB sections plus your categories; the header contains search, the "Upload" and "Create" buttons and an options menu. Long article lists are paginated.

Question 17

Do knowledge base articles have a language setting?

Accepted Answer

No. The article editor has no language field. You simply write the headline and content in whichever language you want.

Question 18

Can my customers see the internal knowledge base articles?

Accepted Answer

Internal KB articles are internal to your workspace: categories are created with internal visibility and article access is controlled by your groups. Customers get answers through the Public FAQ used by the chat bot, and the AI may draw on article content when drafting reply suggestions that your users review and send.

Knowledge base articles

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