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Knowledge Base

The knowledge base is a collection of articles curated by your MSP. It is surfaced through the AI Chat Assistant rather than as a standalone browse page.

Accessing Knowledge Base Articles​

The AI Chat Widget (the floating chat button in the bottom-right of every portal page) is the primary way to find knowledge base content.

To find an article:

  1. Click the chat button to open the assistant
  2. Describe what you need help with (e.g., "How do I reset my VPN password?" or "Where do I find the email server settings?")
  3. The AI searches the knowledge base and surfaces relevant articles in its response
  4. If an article fully resolves your question, the conversation is marked as resolved via kb_article

How Articles Are Organized​

Articles are organized by category (set by your MSP) and may be tagged with keywords. Each article has:

  • A title
  • A summary (brief description)
  • Full content (markdown-formatted body)
  • Tags for search relevance
  • Helpful / Not Helpful feedback counters
  • A view count

Giving Feedback on Articles​

When the AI presents an article in the chat, you can give feedback:

  • Thumbs up — Article was helpful. The helpful_count increments.
  • Thumbs down — Article was not helpful. The not_helpful_count increments.

This feedback helps your MSP improve their knowledge base over time.

Article Availability​

Articles are published or draft. Only published articles are visible to portal clients. If you cannot find an article on a topic you expect to be covered, contact your MSP to request it.

ℹ️

Knowledge base content is managed by MSP administrators in the Admin Panel → Knowledge Base. Clients cannot create or edit articles — only read them through the AI assistant.

The AI assistant can:

  • Search and surface KB articles matching your question
  • Suggest articles proactively based on your ticket description
  • Create a support ticket on your behalf if no article resolves the issue
  • Escalate to a technician if the issue exceeds AI capability

The AI's KB search capability can be disabled per client company by an MSP administrator if needed.