how-to · Knowledge base Open this in the console

Use the knowledge base.

Tickets › knowledge base holds how-tos and fixes, plus a written profile of every company and requester. Published articles are what the portal shows requesters; everything else stays with technicians. Every save keeps a revision.

BE AI writes straight into the knowledge base when a ticket resolves. Nothing it writes reaches a requester until you publish: a new article is internal, and an addition to a published article changes the working copy, not the published one.
01

Recent BE AI additions

The tab opens on what BE AI added lately, each with the lines it changed. revert puts the article back; publish copies the working copy to what the portal shows.

The knowledge base tab with a recent addition and the article list The knowledge base tab with a recent addition and the article list
One addition from a resolved ticket, with its diff.
02

Write an article

new article opens the editor: a title, tags, the company it is for (or the whole organisation), Markdown on the left and the preview on the right. Save keeps it internal; publish makes it visible on the portal.

The article editor with Markdown and a preview The article editor with Markdown and a preview
A VPN how-to being written, preview on the right.

Reopening a ticket reverts what BE AI wrote from it. The profiles are also linked from every ticket's header.