Knowledge Base (customer articles)
Route: /org/resolve/settings?tab=knowledge_base · Permission: Manage Helpdesk Settings
1. What this is — and what it is not
This tab authors the help articles your customers read at /support/kb.
/org/knowledgebase manages AI training sources — documents ingested so
the assistant can answer from them.
They are unrelated. Publishing an article here does not train anything; ingesting a document there does not publish anything.
| This tab | /org/knowledgebase | |
|---|---|---|
| Audience | Customers, reading | The AI, retrieving |
| Unit | Articles and categories | Documents split into chunks |
| Appears at | /support/kb (HELP_006, HELP_004) | Assistant answers, VOX, deflection |
2. How it spreads
3. Why it pays
Every article a customer reads instead of raising a ticket is a ticket you never handle. Articles surface in three places: the portal KB, the suggestions shown while a customer is writing a ticket, and the Knowledge Articles panel agents attach to a reply.
The signal is the same one that justifies a problem record: if you are pasting the same explanation into a third ticket, it belongs in the knowledge base.
Articles carry a view count, so popularity is measurable — the most-read article is where deflection is already working, and the gap between "most raised ticket category" and "most read article" is where it is not.
4. Don't confuse this with…
| These two | Differ by |
|---|---|
This tab vs /org/knowledgebase | Customer articles vs AI training sources |
| Article vs Runbook | Customer-facing vs agent-facing AI instructions |
| KB category vs Ticket Classification | Article grouping vs ticket taxonomy |
5. Troubleshooting
| Symptom | Cause |
|---|---|
| The assistant cannot answer from an article | Articles here do not train the AI — ingest it at /org/knowledgebase too |
| Article not visible publicly | Unpublished, or the KB page is not wired on the portal |
| No deflection suggestions | Nothing published in a matching category |