KB Article View

A Knowledge Base article displays the article's subject, body, optional tags, and the dates it was created and last updated. Any files or images attached to the article appear below the main text.

The left sidebar shows all article categories in the KB, highlighting the current one. The right sidebar generates a dynamic table of contents from the article headings (if any).

Editing Articles

Administrators can edit articles directly within the Knowledge Base using the inline editor — just click "Edit" to modify the subject, body, attach files, tag or untag the article, print it, or delete it entirely. Articles can also be marked as "for technicians only," making them visible exclusively to agents for internal use.

Markdown Support

The app supports flexible formatting options when editing articles. You can use the built-in WYSIWYG editor and switch to HTML by selecting the "source" view (</> button). Alternatively you can convert the entire article to Markdown. Most CommonMark syntax is supported, along with a special admonition block for highlighting important information:

::: note
Some important text that stands out
:::

Tags

For administrators: it's important to use tags thoughtfully. Tags improve the end-user experience by helping auto-suggest relevant articles when users submit new tickets. Accurate tagging also enhances the effectiveness of the suggestion AI, ensuring users are offered the most relevant solutions.